Complaints Handler

Salary: From £26,442.00 per annum

Location: Hybrid after training with a minimum of 3 days per week in our Manchester office

Training: 2 weeks then 2 weeks Grad Bay (onsite)

Contract: Permanent, Full Time 37.5hrs (must be fully flex)

Right to Work in the UK

Criminal Record Check

Credit Check

Any other associated checks

Job Profile Summary

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. This role requires attention to detail, the ability to think outside of the box, a problem‐solving mindset, strong analytical skills, emotional intelligence, and the ability to make balanced, evidence‑based decisions while delivering a positive customer outcome.

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 deadlines.
• 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.
• Excellent problem solving – proactively resolve issues 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 employer rules, regulations and policies relating to Financial Conduct Authority (FCA), Financial Services and Markets Act (FSMA) and General Data Protection Register (GDPR) compliance regulations, as well as any relevant insurance regulatory standards.
• Follow internal guidelines – understand and follow all policies, procedures, and quality assurance measures.
• Exhibit ownership and accountability – take personal responsibility for assigned tasks, working diligently to provide the correct outcomes and solutions in a timely manner.
• Effectively use technology – comfortably navigate technology systems to assist customers in real‑time, maintaining proficiency in standard office software, CRM platforms, and specialised claims management systems.
• Precisely update complaint and case notes, ensuring documentation is complete and compliant.
• Efficiently multi‑task across multiple systems or applications while providing excellent customer service.
• Foster continuous improvement – participate in ongoing training and professional development to stay current on product knowledge, regulatory updates, and best practices.
• Suggest improvements to process or workflows that could enhance customer satisfaction and operational efficiency.
• Previous experience in a complaints handling, escalations, or customer resolution.
• 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.
• Familiarity with mobile phone or consumer tech insurance products.
• Doing things well means something to you and you will always strive to improve on your work.
• You enjoy working with others and you like working as a team player.
• You can speak and write clearly and in a confident manner.
• You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• You are able to be open to different ways of thinking and new ideas.
• You are able to think logically when making decisions.
• Having a forward thinking mindset focused on resolving challenges.
• Taking ownership, not being afraid to take on new tasks, develop and have a self‑driven mindset.

What We Offer

• Perks at Work – Savings Discounts / Free Online Classes
• Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Holiday Purchase Scheme
• Length of Service Awards
• 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

You must be able to evidence at least 1 year previous experience in Complaints Handling, Escalations or customer resolution in a regulated environment.