At a Glance
- Tasks: Handle customer complaints and provide top-notch support in a vibrant team.
- Company: Join a leading insurance company with a focus on customer satisfaction.
- Benefits: Enjoy a competitive salary, annual bonus, and 33 days of leave.
- Other info: Hybrid work model with great career development opportunities.
- Why this job: Make a real difference by resolving customer issues and building rapport.
- Qualifications: Experience in complaint handling and excellent communication skills required.
The predicted salary is between 25506 - 25506 £ per year.
Position: Complaints Handler
Type: Permanent
Salary: £25,506 per annum plus monthly bonus
Hours: Full time (37.5 hours per week)
Location: Nottingham area. Hybrid contract.
Start date: 13th of July
All applicants must be available to attend an in-person interview at our Nottingham office on Station Street in Nottingham’s city centre. Interview day will be Tuesday 2nd of June.
Shift patterns: Monday to Friday – 08:00 to 18:00.
Training: Full induction training over 2 weeks (Monday‑Friday, 9am‑5.30pm). Equipment will be provided for hybrid work; broadband access required.
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. Your main objective will be to understand, address and resolve complaints while adhering to FCA guidelines and treating customers fairly. You will work in a fast‑paced, vibrant, and rewarding environment alongside a brilliant and hard‑working team.
Key Responsibilities
- Make outbound and receive inbound calls related to complaints.
- Resolve complaints and provide the right level of support every time.
- Build rapport with customers to ensure timely resolutions.
- Document all interactions accurately in the system.
- Take ownership of cases until a satisfactory outcome is achieved.
- Adhere to regulatory and FCA principles while handling complaints.
About You
- Prior experience in a complaint handling role.
- Experience within an FCA regulated business is ideal.
- Experience taking both outbound and inbound calls.
- Experience supporting customer issues to an outcome.
- Passionate about delivering the best resolution for the customer.
- Confidence in decision‑making under pressure and ability to work autonomously.
- Excellent communication and rapport‑building skills.
- Strong Microsoft Office experience with Word, Excel and PowerPoint.
- Great team spirit and enthusiasm for a fast‑paced environment.
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.
- Employee discounts at hundreds of retailers.
- Discounted gym membership, online workout sessions, culinary classes and other activities.
- Regular incentives with prizes.
- Career development through ongoing coaching and clear progression opportunities.
Equal Opportunities
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.
Complaints Handler employer: PLC D&G Group Limited
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, employees benefit from competitive salaries, generous pension schemes, and a variety of health and wellness initiatives, including access to a 24/7 virtual GP service. The collaborative culture fosters teamwork and inclusivity, making it an ideal place for those looking to make a meaningful impact while enjoying a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Complaints Handler, you'll need to build rapport with customers. Try role-playing with a friend or family member to get comfortable with handling different types of complaints.
✨Tip Number 3
Prepare some questions to ask during your interview. This shows you're engaged and gives you a chance to find out if the company is the right fit for you. Think about what you want to know about the team and the work environment.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Complaints Handler role. Highlight your experience in complaint handling and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about resolving customer complaints and how your previous experiences have prepared you for this role. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Communication Skills:As a Complaints Handler, communication is key. In your application, demonstrate your ability to build rapport and resolve issues effectively. Use clear and concise language to show us you can handle conversations with customers like a pro!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at PLC D&G Group Limited
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Handler inside out. Familiarise yourself with common complaints in the insurance sector and how to resolve them. This will show that you're proactive and ready to tackle challenges head-on.
✨Practice Makes Perfect
Rehearse your responses to typical interview questions, especially those related to handling complaints. Think about specific examples from your past experience where you successfully resolved issues. This will help you articulate your skills and experiences clearly during the interview.
✨Show Off Your Communication Skills
As a Complaints Handler, excellent communication is key. During the interview, focus on demonstrating your ability to build rapport and communicate effectively. Use clear, concise language and maintain a friendly tone to showcase your interpersonal skills.
✨Ask Insightful Questions
Prepare some thoughtful questions to ask at the end of your interview. This could be about the team dynamics, training processes, or how success is measured in the role. It shows your genuine interest in the position and helps you assess if it's the right fit for you.
