At a Glance
- Tasks: Manage complex complaints and drive positive change in customer experience.
- Company: Join a leading insurance firm committed to fair outcomes and customer advocacy.
- Benefits: Enjoy competitive pay, flexible working, and professional development opportunities.
- Other info: Be part of a supportive team with excellent career growth potential.
- Why this job: Make a real impact by championing customer rights and improving business practices.
- Qualifications: Experience in complaint handling within regulated environments is essential.
The predicted salary is between 35000 - 42000 £ per year.
Senior Complaint Handler
Department
Claims Management
Employment Type
Permanent - Full Time
Location
Preston
Reporting To
- Zita Flanigan
- Description
- Customer Relations & Customer Experience
- Preston or Stoke | Hybrid Working
Be the Expert. Champion Fair Outcomes. Influence Positive Change.
Every complaint tells a story.
Sometimes it's a customer who feels let down. Sometimes it's an opportunity to put things right. And sometimes, it shines a light on how we can improve as a business.
We're looking for an experienced Senior Complaint Handler to join our Customer Relations team and help us deliver fair, balanced and customer-focused outcomes across complex insurance complaints.
This is more than a complaint handling role.
You'll be a trusted technical specialist, supporting colleagues, driving quality standards and helping the business learn from customer feedback.
Working at the heart of our customer experience function, you'll play a key role in ensuring we meet the highest standards of regulatory compliance whilst always doing the right thing for our customers.
If you're passionate about customer advocacy, regulatory excellence and making a real difference, we'd love to hear from you.
#INDUKI
What will your day look like
As a Senior Complaint Handler, you'll manage complex, high-risk and escalated complaints from investigation through to resolution.
You'll use your technical expertise and regulatory knowledge to make fair, evidence-based decisions while ensuring every customer receives the consideration, empathy and support they deserve.
Alongside your own caseload, you'll act as a technical mentor within the team, providing guidance, sharing best practice and contributing to continuous improvement initiatives that enhance the customer experience and reduce future complaints.
Your insight and expertise will help shape how we deliver better outcomes for both customers and the business.
- Manage a portfolio of complex, sensitive and high-profile complaints across a range of insurance products and services.
- Conduct detailed investigations using policy documentation, claim files, call recordings, correspondence and supporting evidence.
- Identify all complaint elements and assess evidence objectively to establish fair and reasonable outcomes.
- Draft clear, well-reasoned and customer-friendly complaint responses.
- Calculate and recommend appropriate compensation, redress and remedial actions where required.
- Ensure complaints are resolved within FCA and business timescales.
- Represent the business during Financial Ombudsman Service investigations and referrals.
- Put customers at the centre of decision making whilst balancing regulatory and commercial considerations.
- Assess customer vulnerability, distress, inconvenience and individual circumstances.
- Ensure complaints are handled with empathy, professionalism and integrity.
- Support the delivery of consistently fair and positive customer outcomes.
- Serve as a subject matter expert for complex complaint investigations and regulatory interpretation.
- Provide coaching and support to Complaint Handlers on investigation techniques, decision making and complaint writing.
- Share knowledge and best practice to improve capability and consistency across the team.
- Support quality assurance reviews and calibration exercises.
- Assist management teams in developing colleague knowledge and competency.
You will be responsible for applying and interpreting
- FCA Complaint Handling Requirements
- DISP Rules
- Consumer Duty Principles
- Financial Ombudsman Service approaches and expectations
- Insurance industry best practice
- Vulnerability guidance and customer outcome frameworks
You will also identify potential conduct, compliance or operational risks and ensure appropriate escalation where required.
- Analyse complaint data, trends and emerging themes.
- Conduct root cause analysis to identify opportunities for business improvement.
- Make recommendations that improve customer experience and reduce repeat complaints.
- Support initiatives aimed at reducing complaint volumes and Financial Ombudsman referrals.
- Help create a culture where customer feedback drives positive change.
Knowledge and Abilities
- Significant experience handling complaints within insurance, financial services or another regulated environment.
- Strong understanding of FCA complaint handling requirements, particularly DISP.
- Proven ability to investigate complex complaints and reach evidence-based decisions.
- Experience dealing with Financial Ombudsman Service referrals and investigations.
- Knowledge of redress principles, customer impact assessments and fair outcome frameworks.
- Excellent written communication skills with the ability to produce high-quality complaint responses.
- Strong analytical and problem-solving abilities.
Benefits
- Career & Purpose
- Davies Innovation Lab
- Leadership training programme
- Funding for professional qualifications
- Thrive at Davies; learning opportunities
- Environmental & Social
- The Davies Foundation
- Local charity funding
- Pennies To Heaven
- Employee Resource Groups
- Employee volunteering programme
- Financial Health
- Pension, 5% employee and 5% employer contribution
- My Choices at Davies provides; High Street discounts and Financial wellbeing hub
- Life assurance: x4
- Refer a Friend
- Cycle to Work Scheme
- Lease car salary sacrifice
- Davies Incentive Plan
- Enhanced maternity, paternity and adoption pay
- Mental, Physical & Emotional Wellbeing
- Wellbeing centre; move, munch, money & mind focus
- Discounts with 100's of UK retailers
- EAP; 24/7 confidential helpline
- 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
- Flexible working
- Dress for your day
- Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
- Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan
- #J-18808-Ljbffr
Senior Complaint Handler in Preston employer: Davies Group
Davies Group is an exceptional employer that prioritises the growth and well-being of its employees, offering a dynamic work environment where autonomy and collaboration thrive. With a strong focus on professional development and evolving benefits such as holiday pay and well-being programs, employees are empowered to reach their full potential while contributing to meaningful projects in the insurance sector. Join us in the UK to be part of a diverse team that values your contributions and supports your career journey.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaint Handler in Preston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Davies Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Davies Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Complaint Handler in Preston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Davies Group:Your cover letter is your chance to shine! Tell us why you want to work at Davies Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Davies Group!
How to prepare for a job interview at Davies Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
