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- 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 career development opportunities.
- Why this job: Make a real difference by helping customers navigate their complaints and improve their experience.
- Qualifications: Experience in complaints handling and strong communication skills are essential.
- Other info: Dynamic team environment with ongoing training and growth potential.
The predicted salary is between 26442 - 37000 £ 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.
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 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.
- 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.
- Building 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 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.
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 - 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.
Complaints Handler employer: T&P
Contact Detail:
T&P Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Get to know the company culture! Before your interview, check out Teleperformance's values and mission. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your problem-solving skills! As a Complaints Handler, you'll need to think on your feet. Try role-playing common complaint scenarios with a friend to sharpen your responses.
✨Tip Number 3
Show off your communication skills! During the interview, be clear and concise. Use examples from your past experiences to demonstrate how you've effectively handled complaints or resolved issues.
✨Tip Number 4
Don't forget to follow up! After your interview, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Complaints Handler
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 customer service, and show how your skills align with our values at StudySmarter.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenging situations in the past. We love seeing candidates who can think outside the box and come up with creative solutions!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to explain your experiences and qualifications, as this reflects the communication skills we value in a Complaints Handler.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure your application gets seen by the right people and shows your enthusiasm for joining our team!
How to prepare for a job interview at T&P
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Handler inside out. Familiarise yourself with FCA DISP regulations and TCF principles, as well as common issues in mobile phone and tech insurance. This will help you answer questions confidently and show that you're serious about the position.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved customer complaints or tricky situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical skills and ability to think outside the box, which are crucial for this role.
✨Practice Empathy and Communication
Since the role requires strong communication and emotional intelligence, practice how you would handle difficult customer interactions. Role-play with a friend or family member to refine your listening and questioning techniques. Being able to explain complex concepts in simple terms is key!
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how the company measures success in complaint handling. This shows your interest in the role and helps you gauge if it's the right fit for you.
