At a Glance
- Tasks: Resolve customer complaints about mobile phone and tech insurance with empathy and professionalism.
- Company: Join Teleperformance, a certified great place to work in the UK!
- Benefits: Enjoy competitive salary, hybrid work, wellness resources, and 28 days annual leave.
- Other info: Dynamic team culture with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping customers navigate their complaints and improve their experience.
- Qualifications: 1 year of complaints handling experience in a regulated environment is essential.
The predicted salary is between 26442 - 26442 £ per year.
At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.
Due to our success, we have exciting opportunities in our Tech sector. You must be able to evidence at least 1 year’s previous experience in Complaints Handling, Escalations or customer resolutions in a regulated environment at interview.
Start Dates: Various 2026
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)
Background Checking:
- 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, problem-solving mindset, strong analytical skills, emotional intelligence, and the ability to make balanced, evidence-based decisions while delivering a positive customer outcome.
Job Description:
- 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 timelines.
- 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 of 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.
Essential:
- Previous experience in 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.
Desirable:
- Familiarity with mobile phone or consumer tech insurance products.
- FOS experience.
Values we look for you to have:
- Process Excellence – Doing things well means something to you and you will always strive to improve on your work.
- Collaboration – You enjoy working with others and you like working as a team player.
- Communication – You can speak and write clearly and in a confident manner.
- Emotional Intelligence – You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
- Open-Mindedness – You are able to be open to different ways of thinking and new ideas.
- Critical Thinking – You are able to think logically when making decisions.
- Solution Orientation – Having a forward-thinking mindset focused on resolving challenges.
- Entrepreneurship – Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
What we offer you:
- Perks at Work – Savings Discounts / Free Online Classes
- Help@Hand – 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
- 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
Complaints Handler in Manchester employer: Tp-8f723eaf
At Teleperformance, we pride ourselves on being a certified great place to work, offering a vibrant and supportive work culture in Manchester. As a Complaints Handler, you will benefit from comprehensive training, ongoing professional development, and a range of employee perks including wellbeing resources and a cycle to work scheme, all while working in a hybrid environment that promotes work-life balance and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tp-8f723eaf. 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 Tp-8f723eaf 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 Complaints Handler in Manchester
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 Tp-8f723eaf:Your cover letter is your chance to shine! Tell us why you want to work at Tp-8f723eaf 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 Tp-8f723eaf!
How to prepare for a job interview at Tp-8f723eaf
✨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.
