Complaint Handler

TL;DR

Complaint Handler (Claims Management): Managing and resolving reportable complaints across various divisions to ensure compliance with client and company standards with an accent on fairness, clarity, and regulatory adherence. Focus on investigating complex complaint circumstances, maintaining KPI targets, and identifying root causes for process improvement.

Location: Hybrid (Preston, UK)

Company

A specialist professional services and technology firm serving leading insurance and highly regulated global businesses.

What you will do

• Manage reportable complaints across all divisions, ensuring every case meets client and company standards.
• Investigate complaint circumstances, collaborating with business units to assess compensation appropriateness.
• Deliver clear and fair conclusions to customers, clients, and senior leadership.
• Champion the Fair Treatment of Customers in alignment with FCA guidelines.
• Maintain KPI targets and track root causes to identify opportunities for process improvement.
• Own key client relationships to ensure strict adherence to processes and deadlines.

Requirements

• Strong communication, judgement, and problem-solving abilities.
• Calm, organised, and customer-focused approach to conflict resolution.
• Ability to handle sensitive information with absolute confidentiality.
• Must be based in or able to work in a hybrid capacity in Preston, UK.

Culture & Benefits

• 25 days holiday (rising with service) with an option to buy 5 additional days.
• Funding for professional qualifications and access to a leadership training programme.
• Pension scheme with 5% employee and 5% employer contribution.
• Comprehensive wellbeing centre and 24/7 confidential EAP helpline.
• Reward platform providing discounts at over 800 retailers.

Hiring process

• Application and CV review.
• Initial phone call and formal interview.
• Offer and hiring.