Complaints Handler in Burton upon Trent

Overview: Complaints Handler - Manchester (Hybrid). Teleperformance is certified as a great place to work in the UK in 2025! At Teleperformance, we deliver an outstanding customer experience at every opportunity, as a result of our commitment, passion, and dedication to excellence.

Start Dates: Various 2026

Job Details:

• 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 flexible)
• 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 driving 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 Regulation (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 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 GPs, 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 days annual leave (inclusive of bank holidays), increasing with length of service.

Disclaimer: Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority. Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign. Where you pass the assessment but do not meet the above requirements, we will endeavour to find other suitable roles for you; however, this may not be possible, and we reserve the right to reject your application.