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- Tasks: Investigate and resolve customer complaints about mobile phone and tech insurance.
- Company: Join a leading company in the tech insurance sector with a focus on customer satisfaction.
- Benefits: Enjoy discounts, wellbeing resources, and a supportive work environment.
- Why this job: Make a real difference by helping customers navigate their complaints effectively.
- Qualifications: Experience in complaints handling and a strong understanding of customer service best practices.
- Other info: Opportunities for growth and continuous improvement in a dynamic team.
The predicted salary is between 30000 - 42000 £ per year.
As a Complaints Handler, you will be responsible for investigating and resolving customer complaints relating to mobile phone and technology insurance policies. Acting as a key escalation point, you will ensure complaints are handled fairly, thoroughly, and in line with FCA DISP regulations, Complaint Management Policies, and clients' customer service standards.
Responsibilities
- Manage and resolve customer complaints relating to mobile phone and tech insurance claims, sales, service, claims decisions, general delays, and policy interpretation.
- Conduct detailed investigations by reviewing call recordings, claim notes and decisions, sales and policy documentation, and system data.
- Contact customers via phone and written correspondence to gather information, explain findings, and agree fair resolutions.
- Make justified decisions in line with policy terms, FCA regulations, and Treating Customers Fairly (TCF) principles.
- Issue clear, professional Final Response Letters within regulatory guidelines.
- Accurately record complaint outcomes, root causes, and actions taken.
- Identify trends and recurring issues, escalating insights to management for process improvement.
- Work collaboratively with claims teams, quality, legal, and leadership to resolve complex cases.
- Ensure all complaint handling meets FCA DISP, data protection, and internal governance requirements.
- Support continuous improvement by contributing to customer experience and compliance initiatives.
- Build case files for all high profile complaints, including executive complaints, regulatory body complaints (Financial Ombudsman Services) and legal complaints.
Person Specification
- Exhibit strong communication - demonstrate clear, empathetic communication with excellent listening and questioning techniques to understand customers' needs thoroughly. Ability to explain complex insurance concepts in plain language.
- Excellent problem solving - proactively resolve issues and customer dissatisfaction or complaints, leveraging quick decision-making skills to offer first time resolutions.
- Deliver exceptional customer service - identify and address vulnerabilities or special circumstances, showing empathy and professionalism throughout the complaint journey.
- Conversation management - manage challenging interactions calmly and maintain a positive customer experience.
- Adhere to regulatory standards - comply fully with FCA, FSMA, GDPR, and related regulatory requirements, as well as internal rules and policies.
- Follow internal guidelines - understand and follow all policies, procedures, and quality assurance measures.
- Exhibit ownership and accountability - take personal responsibility for assigned tasks, delivering correct outcomes in a timely manner.
- Effectively use technology - navigate CRM systems and claims management tools, and use standard office software proficiently.
- Accurately update complaint and case notes, ensuring documentation is complete and compliant. Multi-task across multiple systems while providing excellent customer service.
- Foster continuous improvement - participate in ongoing training, stay current on product knowledge and regulatory updates, and suggest process or workflow improvements.
Benefits
- Help@Hand - Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GP, Mental Health Support, Financial Advice, Legal Advice
- Critical Illness - up to £10,000
- Cycle to Work Scheme
- Eyecare support voucher
- Holiday Purchase Scheme
- Length of Service Awards
- Workplace Pension
- Monthly Inspire Awards - For the best of the best
- Refer-A-Friend earns up to £1,200 for you
- Monthly Wellbeing Webinars
- Dedicated Employee Experience Progress - Here to support TP journey
- 28 day annual leave (inclusive of bank holidays), increasing with length of service
Requirements
- Previous experience in a complaints handling, escalations, or customer resolution role.
- Experience working within a regulated environment (insurance, financial services, utilities, telecoms).
- Strong understanding of customer service best practice.
- Knowledge of FCA DISP rules and TCF principles. Experience writing formal regulatory correspondence.
- Desirable: Familiarity with mobile phone or consumer tech insurance products.
- Desirable: FOS experience.
Complaints Handler in Manchester employer: Teleperformance SE
Contact Detail:
Teleperformance SE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler in Manchester
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations 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 demonstrate empathy and clarity. Role-play with a friend or use our resources to refine how you explain complex concepts in simple terms.
✨Tip Number 3
Prepare for those tricky questions! Think about past experiences where you've resolved complaints or handled difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that job!
We think you need these skills to ace Complaints Handler in Manchester
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 complaints handling and any relevant skills that match the job description. We want to see how you fit into our team!
Showcase Your Communication Skills: Since this role requires strong communication, give examples of how you've effectively resolved customer complaints in the past. Use clear and concise language to demonstrate your ability to explain complex concepts simply.
Be Detail-Oriented: Attention to detail is key in this role. When writing your application, ensure there are no typos or errors. We appreciate candidates who take the time to present their best selves, as it reflects on how you’ll handle complaints.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Teleperformance SE
✨Know Your Stuff
Make sure you brush up on FCA DISP regulations and Treating Customers Fairly principles. Being able to discuss these confidently will show that you understand the framework within which you'll be working.
✨Showcase Your Communication Skills
Prepare to demonstrate your ability to communicate clearly and empathetically. Think of examples where you've successfully resolved complaints, focusing on how you listened to customers and explained complex concepts in simple terms.
✨Be Ready for Problem-Solving Scenarios
Expect situational questions that test your problem-solving skills. Have a few examples ready where you turned a negative customer experience into a positive one, highlighting your quick decision-making abilities.
✨Highlight Your Attention to Detail
Since this role requires meticulous documentation and compliance with regulations, be prepared to discuss how you ensure accuracy in your work. Mention any tools or methods you use to keep track of complaint outcomes and case notes.
