At a Glance
- Tasks: Be the go-to person for resolving customer complaints in a fast-paced environment.
- Company: Join Domestic & General, a company committed to fair customer service.
- Benefits: Enjoy a competitive salary, annual bonus, and 33 days of leave.
- Other info: Great career development opportunities and fun team incentives await you.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 24500 - 34300 £ per year.
Position: Complaints Handler
Role type: Permanent
Salary: £25,506 per annum plus monthly bonus
Hours: Full time (37.5 hours per week)
Location: Nottingham area, Hybrid role.
Start date: Monday, 28th of September 2026
Interview: You must be able to attend an on-site Interview day on Wednesday 19th of August.
Domestic & General's purpose is to keep our customer's world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group's Strategy outlined in an ambitious five-year plan.
We are on the lookout for skilled professionals to join our Complaints department. If you have experience working in a customer handling role, preferably with experience of working in a complaint's environment and are looking for your next challenge, this could be your next role!
If you are passionate about providing excellent customer service and the best resolution for our customers, then we want to hear from you!
About the role
Working in our Complaints department you'll be a key point of contact for customers with insurance and / or service-related complaints. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.
Your main objective when you engage with our customers will be to understand, address and resolve whilst adhering to treating customers fairly principles and FCA guidelines.
You’ll enjoy working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team.
Shift patterns between the following hours:
- Monday to Friday - 08:00 - 18:00
About you
As a skilled customer service/ complaints handler, ideally with experience in a regulated complaints environment, you'll always make sure that the customer's interest comes first whilst providing exceptional customer service. You'll have experience in both outbound and inbound calls, as well as supporting customers, taking ownership until a resolution.
You understand the customer's perspective and have a natural ability to build a strong rapport, ensuring their complaint is resolved in a timely manner delivering a great customer outcome.
The most successful Complaint Handlers champion the customer voice and pride themselves on customer satisfaction.
Our Complaint Handlers will preferably have:
- Previous complaint handling experience within an FCA regulated business is ideal.
- Experience taking both outbound and inbound calls.
- Passionate about providing the best resolution for the customer.
- Confidence in decision-making, under pressure.
- Ability to work autonomously and are self-motivated.
- A passion to deliver a first-class customer service.
- Excellent communication skills.
- Strong Microsoft Office experience with Word, Excel and PowerPoint.
- Great team spirit and ethos!
To be eligible for this role, applicants must be able to work on a hybrid basis from our Nottingham office. As this is a Hybrid role, we’ll provide all the equipment you need to work from home, but you must have broadband access.
Training
Full induction training will be provided over 2 weeks, where you’ll learn our systems, meet your new colleagues and learn what exceptional customer service means here at Domestic & General. Office attendance is mandatory during training.
Training will be Monday - Friday, 9am - 5.30pm.
How you'll be rewarded
- Annual discretionary bonus.
- 33 days' annual leave (including bank holidays), with the option to buy 5 additional days each year.
- Save money at hundreds of retailers with our employee discounts.
- Discounted gym membership, online workout sessions, culinary classes and other fun activities.
- Regular incentives, with amazing prizes up for grabs.
- Investment in your career development through ongoing coaching and clearly defined opportunities to work towards.
Due to logistical demands, we can only accept applications from mainland UK.
Domestic & General is an equal opportunities employer, which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please note that we have a thorough referencing process, which includes credit and criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
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Complaints Handler in Nottingham employer: Domestic & General
Domestic & General is an exceptional employer, offering a dynamic work environment in Wimbledon where innovation meets employee well-being. With a strong focus on professional growth, competitive salaries, and a comprehensive benefits package including generous holiday allowances and health plans, we ensure our team members feel valued and supported. Join us to be part of a collaborative culture that prioritises inclusivity and sustainability while making a meaningful impact across 14 countries.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Nottingham
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Domestic & General. Understand their values and how they handle complaints. This will help you tailor your responses and show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Think about common complaints scenarios and how you would handle them. Role-play with a friend or family member to build your confidence. The more prepared you are, the better you'll perform during the interview.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to demonstrate your ability to listen actively and respond thoughtfully. Use examples from your past experiences to highlight how you've successfully resolved customer issues.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Complaints Handler in Nottingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Handler role. Highlight your experience in customer service and complaints handling, especially in regulated environments. We want to see how your skills align with our commitment to Treating Customers Fairly.
Showcase Your Communication Skills:Since strong communication is key in this role, use your application to demonstrate your ability to convey information clearly and effectively. Share examples of how you've successfully resolved customer issues in the past, as this will resonate with us.
Be Genuine and Personable:We love a friendly approach! Let your personality shine through in your application. Show us that you’re not just about resolving complaints but also about building rapport with customers. A genuine tone can make a big difference.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Domestic & General
✨Know the Company Inside Out
Before your interview, take some time to research Domestic & General. Understand their values, mission, and the specifics of the Complaints Handler role. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Common Scenarios
Think about potential customer complaints you might encounter in this role. Prepare examples from your past experience where you successfully resolved issues, especially in a regulated environment. This will demonstrate your problem-solving skills and customer-first mindset.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. Respond thoughtfully and ensure you address the specific points raised. This shows that you value communication and are ready to engage with customers effectively.
✨Showcase Your Team Spirit
Since the role involves working in a vibrant team, be prepared to discuss how you collaborate with others. Share examples of how you've contributed to a team environment in the past, highlighting your ability to work under pressure while maintaining a positive attitude.
