Role Type: Permanent
Salary: £23,000 per annum + discretionary annual bonus
Hours: Full-time (37.5 hours per week)
Location: Hybrid (Nottingham Area)
Shift Patterns: Monday to Friday, between 08:00 - 18:00

Make a Real Impact Every Day

Are you passionate about customer service and resolving challenging situations? As a Complaints Handler, you'll be the voice of empathy and action, ensuring our customers feel truly valued. If you're driven by the opportunity to make a tangible difference and thrive in a fast-paced, supportive environment, this role is your chance to shine.

• Empowerment: You'll take ownership of customer complaints, working autonomously to resolve issues efficiently and fairly.
• Make a Difference: Play a key role in transforming customer experiences, ensuring that every complaint is resolved with care and integrity.
• Hybrid Flexibility: Enjoy the best of both worlds with our hybrid working model, offering a balance of remote work and in-office collaboration.
• Supportive Environment: Be part of a positive, hard-working team where collaboration and teamwork are at the heart of what we do.

• Customer Champion: Handle inbound and outbound calls with professionalism and empathy, guiding customers through their complaints.
• Own the Outcome: Take full ownership of each case, ensuring timely, fair, and satisfactory resolutions.
• Stay Compliant: Adhere to the FCA guidelines and our commitment to treating customers fairly.
• Build Relationships: Create strong connections with customers by providing regular updates and exceptional service throughout the process.
• Collaborate: Contribute to a thriving team environment, sharing insights, ideas, and support.

• Experience: Previous experience in complaint handling, ideally in an FCA-regulated environment.
• Customer-Focused: A natural ability to understand and prioritize the customer's needs, delivering top-tier service every time.
• Communication Skills: Outstanding verbal and written communication, with a knack for building rapport quickly.
• Problem Solver: Confidence in making decisions under pressure and working independently to resolve issues.
• Tech-Savvy: Proficiency in Microsoft Office (Word, Excel, PowerPoint) is essential.
• Positive Mindset: A proactive attitude and passion for delivering excellent customer outcomes.
• Team Player: A collaborative spirit, ready to support and be supported by your colleagues.

If you're motivated by the challenge of turning a negative into a positive, this is the role for you. Every day, you'll help customers navigate their complaints, offering them understanding and solutions that leave a lasting impact. Your role will not only transform customer experiences but also contribute to our collective success.

Ready to be part of something bigger? Join us on our journey to redefine customer service and be part of a team where your contributions truly matter.

Apply today and start making a difference where it counts!