About the Role We are looking for a proactive and customer-focused Customer Service Complaints Administrator & Call Handler to join our team. This role is for about 6 months however could be extended for the right candidate. This is a hybrid role offering flexibility. This role is key in ensuring that all customer enquiries and complaints are handled efficiently, professionally, and in line with company policies and regulatory requirements. You will act as the first point of contact for customers, mainly managing supporting the administration of complaint cases from initial contact through to resolution but with some telephone calls. Key Responsibilities Log, investigate, and manage customer complaints in accordance with company procedures Maintain accurate records of all communications and case updates Liaise with internal departments to resolve customer issues effectively Ensure complaints are acknowledged and responded to within agreed timescales Provide clear and concise written and verbal responses to customers Escalate complex or high-risk complaints where necessary Monitor complaint trends and support continuous improvement initiatives Deliver excellent customer service at all times Handle inbound customer calls in a professional and empathetic manner Skills & Experience Required Previous experience in a customer service , complaints handling , or housing environment Strong communication skills (both written and verbal) Ability to remain calm, patient, and professional in challenging situations Excellent attention to detail and organisational skills Confident working with systems and maintaining accurate records Problem-solving mindset with a customer-first approach Ability to work independently and as part of a team Desirable (but not essential) Experience within a regulated environment (e.g., financial services, housing, utilities, or healthcare) Knowledge of complaint handling frameworks or compliance standards Familiarity with CRM systems What We Offer Competitive salary and benefits package Ongoing training and development opportunities Supportive and collaborative working environment Opportunities for career progression For more information about the client or the role please do call the Norwich office of Reed and ask for Andrea Makings or Maxine Ettridge Please also request Andrea or Maxine on Linkedin
Jul 01, 2026
Seasonal
About the Role We are looking for a proactive and customer-focused Customer Service Complaints Administrator & Call Handler to join our team. This role is for about 6 months however could be extended for the right candidate. This is a hybrid role offering flexibility. This role is key in ensuring that all customer enquiries and complaints are handled efficiently, professionally, and in line with company policies and regulatory requirements. You will act as the first point of contact for customers, mainly managing supporting the administration of complaint cases from initial contact through to resolution but with some telephone calls. Key Responsibilities Log, investigate, and manage customer complaints in accordance with company procedures Maintain accurate records of all communications and case updates Liaise with internal departments to resolve customer issues effectively Ensure complaints are acknowledged and responded to within agreed timescales Provide clear and concise written and verbal responses to customers Escalate complex or high-risk complaints where necessary Monitor complaint trends and support continuous improvement initiatives Deliver excellent customer service at all times Handle inbound customer calls in a professional and empathetic manner Skills & Experience Required Previous experience in a customer service , complaints handling , or housing environment Strong communication skills (both written and verbal) Ability to remain calm, patient, and professional in challenging situations Excellent attention to detail and organisational skills Confident working with systems and maintaining accurate records Problem-solving mindset with a customer-first approach Ability to work independently and as part of a team Desirable (but not essential) Experience within a regulated environment (e.g., financial services, housing, utilities, or healthcare) Knowledge of complaint handling frameworks or compliance standards Familiarity with CRM systems What We Offer Competitive salary and benefits package Ongoing training and development opportunities Supportive and collaborative working environment Opportunities for career progression For more information about the client or the role please do call the Norwich office of Reed and ask for Andrea Makings or Maxine Ettridge Please also request Andrea or Maxine on Linkedin
Vehicle Quality Complaints Handler Location: Hybrid/Remote working 1 day in the office Salary: £30,000 - £33,000 The Role An established and growing financial services organisation is seeking a Vehicle Quality Complaints Lead to join its specialist complaints function. This is a key, lead-level position within the team, offering a high degree of ownership, autonomy, and accountability . You will take full responsibility for managing complex vehicle quality disputes end-to-end, acting as the subject matter expert and primary decision-maker across your caseload. You'll play a crucial role in shaping outcomes, influencing stakeholders, and ensuring fair, consistent decisions in line with FCA regulations and Financial Ombudsman Service (FOS) expectations. Key Responsibilities Take full ownership of escalated vehicle quality complaints , managing cases from investigation through to final response Act as a lead decision-maker , applying expertise and judgement to complex and high-value cases Investigate complaints in line with FCA guidelines, ensuring fair and robust outcomes Liaise directly with key stakeholders including: Vehicle dealers Finance lenders Independent engineers Gather and critically assess technical and contractual evidence Apply the Consumer Rights Act 2015 (CRA), assessing factors such as age, mileage, price, and fault timing Lead negotiations with dealerships on liability, repairs, and cost contributions Manage and respond to cases escalated to the Financial Ombudsman Service, including preparing detailed submissions and evidence packs Identify trends and root causes, feeding insight back into wider business improvements Stay up to date with regulatory and industry developments, including FCA DISP rules and relevant case law About You At least 2 years' experience handling vehicle quality or technical complaints in a motor finance setting Strong working knowledge of FCA regulations and complaint-handling frameworks Understanding of dealer aftersales and repair processes Experience managing or contributing to FOS cases Confident operating with autonomy and ownership , able to make decisions independently Strong negotiator, comfortable challenging external parties where needed Excellent written communication skills for formal responses and regulatory submissions Analytical, detail-focused, and confident handling complex cases What's on Offer 25 days holiday + bank holidays Free on-site parking A lead-level role with real ownership and autonomy over your caseload Opportunity to build expertise and influence outcomes in a specialist area Hybrid working with strong flexibility Exposure to complex, high-impact cases within a growing organisation
Jul 01, 2026
Full time
Vehicle Quality Complaints Handler Location: Hybrid/Remote working 1 day in the office Salary: £30,000 - £33,000 The Role An established and growing financial services organisation is seeking a Vehicle Quality Complaints Lead to join its specialist complaints function. This is a key, lead-level position within the team, offering a high degree of ownership, autonomy, and accountability . You will take full responsibility for managing complex vehicle quality disputes end-to-end, acting as the subject matter expert and primary decision-maker across your caseload. You'll play a crucial role in shaping outcomes, influencing stakeholders, and ensuring fair, consistent decisions in line with FCA regulations and Financial Ombudsman Service (FOS) expectations. Key Responsibilities Take full ownership of escalated vehicle quality complaints , managing cases from investigation through to final response Act as a lead decision-maker , applying expertise and judgement to complex and high-value cases Investigate complaints in line with FCA guidelines, ensuring fair and robust outcomes Liaise directly with key stakeholders including: Vehicle dealers Finance lenders Independent engineers Gather and critically assess technical and contractual evidence Apply the Consumer Rights Act 2015 (CRA), assessing factors such as age, mileage, price, and fault timing Lead negotiations with dealerships on liability, repairs, and cost contributions Manage and respond to cases escalated to the Financial Ombudsman Service, including preparing detailed submissions and evidence packs Identify trends and root causes, feeding insight back into wider business improvements Stay up to date with regulatory and industry developments, including FCA DISP rules and relevant case law About You At least 2 years' experience handling vehicle quality or technical complaints in a motor finance setting Strong working knowledge of FCA regulations and complaint-handling frameworks Understanding of dealer aftersales and repair processes Experience managing or contributing to FOS cases Confident operating with autonomy and ownership , able to make decisions independently Strong negotiator, comfortable challenging external parties where needed Excellent written communication skills for formal responses and regulatory submissions Analytical, detail-focused, and confident handling complex cases What's on Offer 25 days holiday + bank holidays Free on-site parking A lead-level role with real ownership and autonomy over your caseload Opportunity to build expertise and influence outcomes in a specialist area Hybrid working with strong flexibility Exposure to complex, high-impact cases within a growing organisation
Commercial Account Handler Hamilton Robertson is a leading insurance brokerage firm dedicated to providing comprehensive insurance solutions to businesses. With a commitment to excellence, we specialise in risk management and insurance services tailored to meet the unique needs of our clients. Hamilton Robertson have been established for 40 years and are a growing business with offices in Glasgow, London, and Bromley. Hamilton Robertson are now part of the wider JMG Group who are a Private Equity backed insurance broking group and a top 30 UK broker who place over £350+m of Gross Written Premium into the market annually. The opportunity Due to continued growth and success, we are seeking a highly motivated and experienced Commercial Account Handler to join our dynamic team based in our Bromley office. Key areas of responsibility include: Ensure accuracy, efficiency and professionalism when dealing with both client and insurer and conducting related administration work i.e. New business, Renewals, Mid Term Adjustments, Claims. Ensure all business activity fully complies with FCA regulatory requirements and internal Conduct Policies and procedures. Handle client complaints in line with regulatory requirements and the Company's Conduct Policy, ensuring timely and appropriate resolution. Participate in the Training & Competence (T&C) scheme in accordance with role requirements, maintaining competency and proactively identifying areas for personal development. Deliver and maintain a consistently high standard of customer service, promoting excellent client care at all times. Develop and maintain strong professional relationships with clients, providing clear product guidance and support to meet their insurance needs. Support client retention by assisting with renewal processes, including re-broking existing business where appropriate to ensure clients are offered suitable and competitive cover. Promote the use of in-house premium finance options and insurer facilities where appropriate. Provide support to Account Executives and wider team members as required to ensure smooth client servicing and operational efficiency. What we're looking for: To be successful in this role, you must have the following skills; Previous experience as a Commercial Account Handler, ideally with 1-2 years industry exposure. Strong understanding of commercial insurance products. Experience of working to high standards of FCA compliance. Consistent record of target achievement and business growth. I.T. skills including use of an insurance IT system, ideally Acturis. Strong organisation skills. The ability to work to a high level of accuracy. Exemplary customer service skills with the ability to build solid relationships with clients and insurers. Regulatory and compliance awareness. Willingness to work towards Cert CII or already hold qualifications. What we offer: Competitive salary commensurate with level of experience Free parking Company Pension scheme Generous holiday entitlement, including birthday day off. Bupa Healthcare Cash Plan Life Assurance Many more REF-
Jun 30, 2026
Full time
Commercial Account Handler Hamilton Robertson is a leading insurance brokerage firm dedicated to providing comprehensive insurance solutions to businesses. With a commitment to excellence, we specialise in risk management and insurance services tailored to meet the unique needs of our clients. Hamilton Robertson have been established for 40 years and are a growing business with offices in Glasgow, London, and Bromley. Hamilton Robertson are now part of the wider JMG Group who are a Private Equity backed insurance broking group and a top 30 UK broker who place over £350+m of Gross Written Premium into the market annually. The opportunity Due to continued growth and success, we are seeking a highly motivated and experienced Commercial Account Handler to join our dynamic team based in our Bromley office. Key areas of responsibility include: Ensure accuracy, efficiency and professionalism when dealing with both client and insurer and conducting related administration work i.e. New business, Renewals, Mid Term Adjustments, Claims. Ensure all business activity fully complies with FCA regulatory requirements and internal Conduct Policies and procedures. Handle client complaints in line with regulatory requirements and the Company's Conduct Policy, ensuring timely and appropriate resolution. Participate in the Training & Competence (T&C) scheme in accordance with role requirements, maintaining competency and proactively identifying areas for personal development. Deliver and maintain a consistently high standard of customer service, promoting excellent client care at all times. Develop and maintain strong professional relationships with clients, providing clear product guidance and support to meet their insurance needs. Support client retention by assisting with renewal processes, including re-broking existing business where appropriate to ensure clients are offered suitable and competitive cover. Promote the use of in-house premium finance options and insurer facilities where appropriate. Provide support to Account Executives and wider team members as required to ensure smooth client servicing and operational efficiency. What we're looking for: To be successful in this role, you must have the following skills; Previous experience as a Commercial Account Handler, ideally with 1-2 years industry exposure. Strong understanding of commercial insurance products. Experience of working to high standards of FCA compliance. Consistent record of target achievement and business growth. I.T. skills including use of an insurance IT system, ideally Acturis. Strong organisation skills. The ability to work to a high level of accuracy. Exemplary customer service skills with the ability to build solid relationships with clients and insurers. Regulatory and compliance awareness. Willingness to work towards Cert CII or already hold qualifications. What we offer: Competitive salary commensurate with level of experience Free parking Company Pension scheme Generous holiday entitlement, including birthday day off. Bupa Healthcare Cash Plan Life Assurance Many more REF-
An award-winning professional services firm is recruiting for a permanent Team Manager to join its new Complaints Operation and become part of the wider team. Staring mid July, this hybrid leadership role will be based from our new Leeds city centre offices, and offers excellent training and development opportunities within a growing, supportive business. As a Team Manager you will: Work with a global, market-leading client within the Motor Finance sector Lead and motivate your team of Telephony and Complaint Administration Handlers Act as a brand ambassador for the business and its end client, delivering a high standard of service at all times Produce Management Information reporting to analyse your team's performance About You We're keen to speak with candidates who have proven experience managing Inbound Telephony within a Motor Finance or similar Financial Service environment and who demonstrate a genuine passion for delivering excellent client outcomes. You will be able to demonstrate: Previous team management experience within Financial Services Strong experience of managing Inbound Telephony A passion for coaching and developing your team A strong understanding of the industry and FCA regulations Management Information reporting and utilising data for performance management, including call adherence and service level agreements Ability to use Excel for reporting and data analysis Ability to support and drive change to processes and working practices Alignment with our core values: Collaborative, Entrepreneurial, Relationship-Driven and Committed to Delivery Excellence A strong work ethic and commitment to continuous learning, personal development, and staying up to date with best practices and regulatory changes A commitment to fairness, integrity, and compliance with all relevant processes, laws, and regulations Benefits Working hours are Monday-Friday, between the hours of 08:30-17:30 (40 hours per week. No weekends or evening shifts required. We offer our permanent employees: The opportunity to work within a fast-growing company with a clear mission and values that are actively lived every day Hybrid working from our modern Leeds city centre office following your initial training period onsite Investment in training and development to support your career aspirations Pension scheme 33 Days annual holiday allowance (inclusive of Bank Holidays) Employee Discounts and Cashback Schemes Discounted Parking and local gym memberships Onsite refreshments provided If you are interested in this opportunity, click the apply link online and send an updated copy of your CV.Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.
Jun 30, 2026
Full time
An award-winning professional services firm is recruiting for a permanent Team Manager to join its new Complaints Operation and become part of the wider team. Staring mid July, this hybrid leadership role will be based from our new Leeds city centre offices, and offers excellent training and development opportunities within a growing, supportive business. As a Team Manager you will: Work with a global, market-leading client within the Motor Finance sector Lead and motivate your team of Telephony and Complaint Administration Handlers Act as a brand ambassador for the business and its end client, delivering a high standard of service at all times Produce Management Information reporting to analyse your team's performance About You We're keen to speak with candidates who have proven experience managing Inbound Telephony within a Motor Finance or similar Financial Service environment and who demonstrate a genuine passion for delivering excellent client outcomes. You will be able to demonstrate: Previous team management experience within Financial Services Strong experience of managing Inbound Telephony A passion for coaching and developing your team A strong understanding of the industry and FCA regulations Management Information reporting and utilising data for performance management, including call adherence and service level agreements Ability to use Excel for reporting and data analysis Ability to support and drive change to processes and working practices Alignment with our core values: Collaborative, Entrepreneurial, Relationship-Driven and Committed to Delivery Excellence A strong work ethic and commitment to continuous learning, personal development, and staying up to date with best practices and regulatory changes A commitment to fairness, integrity, and compliance with all relevant processes, laws, and regulations Benefits Working hours are Monday-Friday, between the hours of 08:30-17:30 (40 hours per week. No weekends or evening shifts required. We offer our permanent employees: The opportunity to work within a fast-growing company with a clear mission and values that are actively lived every day Hybrid working from our modern Leeds city centre office following your initial training period onsite Investment in training and development to support your career aspirations Pension scheme 33 Days annual holiday allowance (inclusive of Bank Holidays) Employee Discounts and Cashback Schemes Discounted Parking and local gym memberships Onsite refreshments provided If you are interested in this opportunity, click the apply link online and send an updated copy of your CV.Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.
Complaints Handler Based in Hinckley 5 days a week on site Paying 26k - 28k DOE We're looking for a confident and customer-focused Complaints Handler to join a busy and fast-paced finance team based in Hinckley. This is a fantastic opportunity for someone with previous complaints handline experience who enjoys speaking with customers, solving problems and working towards targets within a supportive team environment. The Role As part of the Credit function, you'll be responsible for managing a portfolio of overdue accounts while providing a professional and positive experience for customers. You'll handle payment queries, process payments and work closely with colleagues to ensure accounts are managed efficiently and accurately. Key Responsibilities Contacting customers regarding overdue accounts Handling payment and service queries primarily over the phone Delivering a high level of customer service on every interaction Updating internal systems with accurate and timely notes Processing debit and credit card payments Working collaboratively with internal teams to resolve account queries Completing account adjustments where required Preparing detailed account histories for escalation where resolution has not been possible Managing workflow tasks accurately and within agreed timescales Working towards collection, outbound call and Direct Debit targets About You Minimum of 2 years' experience within complaints handling or a similar role Confident communicator with strong telephone skills Positive, resilient and target driven Strong negotiation and problem-solving abilities Able to work effectively in a fast-paced environment Good attention to detail and organisational skills 51701CHR INDHIN The Portfolio Group are acting on behalf of our client in recruiting for this position.
Jun 30, 2026
Full time
Complaints Handler Based in Hinckley 5 days a week on site Paying 26k - 28k DOE We're looking for a confident and customer-focused Complaints Handler to join a busy and fast-paced finance team based in Hinckley. This is a fantastic opportunity for someone with previous complaints handline experience who enjoys speaking with customers, solving problems and working towards targets within a supportive team environment. The Role As part of the Credit function, you'll be responsible for managing a portfolio of overdue accounts while providing a professional and positive experience for customers. You'll handle payment queries, process payments and work closely with colleagues to ensure accounts are managed efficiently and accurately. Key Responsibilities Contacting customers regarding overdue accounts Handling payment and service queries primarily over the phone Delivering a high level of customer service on every interaction Updating internal systems with accurate and timely notes Processing debit and credit card payments Working collaboratively with internal teams to resolve account queries Completing account adjustments where required Preparing detailed account histories for escalation where resolution has not been possible Managing workflow tasks accurately and within agreed timescales Working towards collection, outbound call and Direct Debit targets About You Minimum of 2 years' experience within complaints handling or a similar role Confident communicator with strong telephone skills Positive, resilient and target driven Strong negotiation and problem-solving abilities Able to work effectively in a fast-paced environment Good attention to detail and organisational skills 51701CHR INDHIN The Portfolio Group are acting on behalf of our client in recruiting for this position.
An exciting opportunity has arisen for an experienced Commercial Account Executive /Account Handler to join a growing, professional insurance brokerage. The purpose of this role is to generate revenue, drive profitability, and deliver a high-quality, compliant service to commercial clients. You will manage existing accounts, develop new business opportunities, and provide full support to the Managing Director and wider team. Key Responsibilities New Business & Growth Proactively generate and convert new commercial business opportunities Identify cross-selling and referral opportunities Prospect new clients through marketing campaigns and promotional activity Account Management Manage a portfolio of commercial clients, including new business, renewals, and mid-term adjustments Assess risks and negotiate with insurers to secure appropriate cover Present recommendations to clients and ensure cover is placed on risk Handle claims efficiently and liaise with insurers and underwriters Monitor renewal lists and maintain accurate reporting data Compliance & Administration Ensure all activities comply with FCA regulations and company procedures Maintain accurate client records, files, and documentation Manage complaints in line with regulatory requirements Maintain diary systems and ensure timely follow-up of all client communications Performance & Development Achieve agreed KPIs, including new business, renewals, cross-selling, and profitability Maintain high levels of customer service and professional standards Participate in ongoing training in line with the company s Training & Competence programme The Ideal Candidate Previous experience in a Commercial Account Executive or Account Handler role Strong knowledge of commercial insurance products and risk assessment Proven ability to generate new business and manage renewals Excellent negotiation and client relationship skills Strong understanding of FCA compliance and regulatory requirements Highly organised with strong attention to detail Ability to work to targets and deadlines What s on Offer Salary from £30,000+ (depending on experience) Opportunity to grow within a professional and supportive environment Long-term career progression
Jun 30, 2026
Full time
An exciting opportunity has arisen for an experienced Commercial Account Executive /Account Handler to join a growing, professional insurance brokerage. The purpose of this role is to generate revenue, drive profitability, and deliver a high-quality, compliant service to commercial clients. You will manage existing accounts, develop new business opportunities, and provide full support to the Managing Director and wider team. Key Responsibilities New Business & Growth Proactively generate and convert new commercial business opportunities Identify cross-selling and referral opportunities Prospect new clients through marketing campaigns and promotional activity Account Management Manage a portfolio of commercial clients, including new business, renewals, and mid-term adjustments Assess risks and negotiate with insurers to secure appropriate cover Present recommendations to clients and ensure cover is placed on risk Handle claims efficiently and liaise with insurers and underwriters Monitor renewal lists and maintain accurate reporting data Compliance & Administration Ensure all activities comply with FCA regulations and company procedures Maintain accurate client records, files, and documentation Manage complaints in line with regulatory requirements Maintain diary systems and ensure timely follow-up of all client communications Performance & Development Achieve agreed KPIs, including new business, renewals, cross-selling, and profitability Maintain high levels of customer service and professional standards Participate in ongoing training in line with the company s Training & Competence programme The Ideal Candidate Previous experience in a Commercial Account Executive or Account Handler role Strong knowledge of commercial insurance products and risk assessment Proven ability to generate new business and manage renewals Excellent negotiation and client relationship skills Strong understanding of FCA compliance and regulatory requirements Highly organised with strong attention to detail Ability to work to targets and deadlines What s on Offer Salary from £30,000+ (depending on experience) Opportunity to grow within a professional and supportive environment Long-term career progression
Howells Solutions Limited
Kingston Upon Thames, London
Complaints Handler / Officer - Repairs and Maintenance in Social Housing Based in Kingston upon Thames Full time, 6 month fixed term contract 32,000 - 34,000 oer annum We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames on a 6 month FTC. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service. Duties and Responsibilities Respond to customer care issues and expressions of dissatisfaction. Create action plans to ensure complaints are resolved effectively. Proactively respond to concerns at the earliest stage to prevent escalation where possible. Investigate and register all complaints, reporting in accordance with company and client procedures. Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes. Maintain the company's complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services. Arrange appointments for any follow-up works required and ensure these are completed to the resident's satisfaction. Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager. Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed. Ensure resident telephone surveys are conducted and recorded, taking appropriate action based on feedback. Produce a monthly report outlining survey findings and actions taken to address any issues identified. Key Experience Previous experience working in a customer service environment is essential. Experience working with Local Authorities or Registered Housing Providers is desirable. Proven ability to work in a busy environment and meet challenging deadlines. Knowledge of Reactive Maintenance Services is desirable. You will be working for a modern, forward-thinking organisation that believes the strengths, skills, and personalities of its people are key to the group's success. Please apply online now.
Jun 30, 2026
Contractor
Complaints Handler / Officer - Repairs and Maintenance in Social Housing Based in Kingston upon Thames Full time, 6 month fixed term contract 32,000 - 34,000 oer annum We are currently recruiting for a leading repairs and maintenance contractor who is looking for a Complaints Officer to join their team in Kingston upon Thames on a 6 month FTC. In this role, you will be responsible for handling Stage 1 and Stage 2 complaints within the Repairs and Maintenance service. Duties and Responsibilities Respond to customer care issues and expressions of dissatisfaction. Create action plans to ensure complaints are resolved effectively. Proactively respond to concerns at the earliest stage to prevent escalation where possible. Investigate and register all complaints, reporting in accordance with company and client procedures. Ensure all MP and Councillor enquiries and complaints are investigated and resolved efficiently within agreed targets, keeping residents and clients informed of outcomes. Maintain the company's complaints log and analyse data to identify trends, lessons learned, and opportunities to improve services. Arrange appointments for any follow-up works required and ensure these are completed to the resident's satisfaction. Arrange compensation or goodwill gestures where appropriate, subject to approval by the Customer Service Manager / Divisional Manager. Respond to expressions of dissatisfaction received via the text message service within agreed timescales and ensure issues are addressed. Ensure resident telephone surveys are conducted and recorded, taking appropriate action based on feedback. Produce a monthly report outlining survey findings and actions taken to address any issues identified. Key Experience Previous experience working in a customer service environment is essential. Experience working with Local Authorities or Registered Housing Providers is desirable. Proven ability to work in a busy environment and meet challenging deadlines. Knowledge of Reactive Maintenance Services is desirable. You will be working for a modern, forward-thinking organisation that believes the strengths, skills, and personalities of its people are key to the group's success. Please apply online now.
Job Title: Compliance Executive Location: Sharston, Manchester M22 4SN Salary : Up to £35,000 per annum, dependent on experience Job type: Full Time, Permanent About Us: Established in 2000, Express Solicitors is an award winning, no win no fee law firm specialising exclusively in personal injury claims. Headquartered in Manchester, we support clients nationwide across all areas of personal injury, including employers' liability, serious injury, clinical negligence, occupiers' and public liability, road traffic accidents and industrial disease. We are ranked 64th in The Lawyer UK Top 200, out of more than 10,000 law firms nationwide, and after achieving a 20% year on year growth, Express Solicitors are the largest personal injury claimant firm in the UK. Our commitment to outstanding client care is reflected in our Trustpilot rating of 4.8 (Excellent), placing us among the highest rated firms in the sector. The Role: We are seeking a proactive and detail-driven Compliance Executive to join our Compliance team within a busy personal injury practice. This role is responsible for ensuring adherence to UK legislation, Solicitors Regulation Authority (SRA) Standards and Regulations, professional conduct rules, ethical obligations, data protection requirements, and internal policies. The successful candidate will support lawyers and staff in managing risk and maintaining best practice across the firm. The primary focus of this position is analysing performance data and trends to identify areas for improvement across the business, maximising efficiency and profitability. Where required you will conduct in-depth file audits. The role will also involve managing reporting and accountability for higher-risk or complex cases, ensuring these matters remain compliant with firm procedures and regulatory obligations while reducing overall risk exposure. This role would suit an experienced Personal Injury Fee Earner who is looking to step away from a file-handling role and get more involved with file audits, risk management and quality control. Responsibilities: Work collaboratively across business teams to carry out regular file reviews for all personnel Use management information and reporting tools to assess and manage risk across specific case profiles, including matters approaching limitation Provide guidance and support on interpreting case progression in line with internal standards and procedures Assist with troubleshooting common issues, escalating to relevant stakeholders where appropriate, and providing feedback to the Training team to support targeted learning initiatives To conduct case related investigations on policy requirements, legal practices and case progression Advise teams on the effective use of Management Information (MI) metrics to support performance monitoring and risk management Critically evaluate case progress and challenge knowledge gaps where necessary (either yourself or the file handler) Reporting on caseload KPI performance of lawyers Contribute to the preparation of reports relating to compliance, operational efficiency, and policy effectiveness Provide data analysis and reporting to senior management to support informed decision-making Maintain an accurate audit log of activity Provide structured feedback to support the design and delivery of compliance training at all levels Assisting the Complaints Partner and COLP with file review and diagnosis of relevant facts Assisting with Data Protection and other compliance queries Person Specification: Essential criteria: Good commercial knowledge of Claimant Personal Injury practice Knowledge of operating within a firm monitored and regulated by the SRA Experience of running own personal injury caseload to a high standard Experience conducting case investigations and compliance reviews Understanding of quality and performance metrics Highly motivated, proactive self-starter with excellent judgement and professional maturity Ability to prioritise effectively in a high-volume environment, balancing regulatory and commercial considerations Strong research and analytical ability Ability to build trusted relationships with the key stakeholders within the business at all levels Experience using Excel to interpret and analyse data Desirable criteria: Knowledge of Proclaim case management Professional accreditation e.g. Solicitor, MBA, CILEX etc Auditing background e.g. Lexcel Salary & Hours: Salary of up to £35,000, dependent on experience Our standard working hours are 8:30am to 5:30pm Monday-Thursday and 8:30am to 5pm Friday Benefits: - Hybrid Working - 3/2 hybrid working pattern after probation. - 23 Days Holiday - Rising to 26 days, plus bank/public holidays. - Extra Holidays - 3 holiday buy backs and an extra day for your birthday after service length requirement. - Looking After Your Health - Private medical insurance available after 2 years' service, annual flu jab and Employee Assistance Programme. - Looking After Your Well-being - 24/7 onsite Gym, Netball/Football team, 10km Manchester team and more. - Work Life / Balance - Active social committee with generous departmental and firm-wide social budget. Recruitment Process: Interviews will be conducted by MS Teams and will include scenario-based questioning. Our employees are our most important asset, we rate skill and ability above all else and our recruitment policy encourages applications from all. Please click APPLY to be redirected to our website to complete your application. Candidates with the relevant experience or job titles of; Compliance Assistant, Legal Compliance Executive may also be considered for this role
Jun 29, 2026
Full time
Job Title: Compliance Executive Location: Sharston, Manchester M22 4SN Salary : Up to £35,000 per annum, dependent on experience Job type: Full Time, Permanent About Us: Established in 2000, Express Solicitors is an award winning, no win no fee law firm specialising exclusively in personal injury claims. Headquartered in Manchester, we support clients nationwide across all areas of personal injury, including employers' liability, serious injury, clinical negligence, occupiers' and public liability, road traffic accidents and industrial disease. We are ranked 64th in The Lawyer UK Top 200, out of more than 10,000 law firms nationwide, and after achieving a 20% year on year growth, Express Solicitors are the largest personal injury claimant firm in the UK. Our commitment to outstanding client care is reflected in our Trustpilot rating of 4.8 (Excellent), placing us among the highest rated firms in the sector. The Role: We are seeking a proactive and detail-driven Compliance Executive to join our Compliance team within a busy personal injury practice. This role is responsible for ensuring adherence to UK legislation, Solicitors Regulation Authority (SRA) Standards and Regulations, professional conduct rules, ethical obligations, data protection requirements, and internal policies. The successful candidate will support lawyers and staff in managing risk and maintaining best practice across the firm. The primary focus of this position is analysing performance data and trends to identify areas for improvement across the business, maximising efficiency and profitability. Where required you will conduct in-depth file audits. The role will also involve managing reporting and accountability for higher-risk or complex cases, ensuring these matters remain compliant with firm procedures and regulatory obligations while reducing overall risk exposure. This role would suit an experienced Personal Injury Fee Earner who is looking to step away from a file-handling role and get more involved with file audits, risk management and quality control. Responsibilities: Work collaboratively across business teams to carry out regular file reviews for all personnel Use management information and reporting tools to assess and manage risk across specific case profiles, including matters approaching limitation Provide guidance and support on interpreting case progression in line with internal standards and procedures Assist with troubleshooting common issues, escalating to relevant stakeholders where appropriate, and providing feedback to the Training team to support targeted learning initiatives To conduct case related investigations on policy requirements, legal practices and case progression Advise teams on the effective use of Management Information (MI) metrics to support performance monitoring and risk management Critically evaluate case progress and challenge knowledge gaps where necessary (either yourself or the file handler) Reporting on caseload KPI performance of lawyers Contribute to the preparation of reports relating to compliance, operational efficiency, and policy effectiveness Provide data analysis and reporting to senior management to support informed decision-making Maintain an accurate audit log of activity Provide structured feedback to support the design and delivery of compliance training at all levels Assisting the Complaints Partner and COLP with file review and diagnosis of relevant facts Assisting with Data Protection and other compliance queries Person Specification: Essential criteria: Good commercial knowledge of Claimant Personal Injury practice Knowledge of operating within a firm monitored and regulated by the SRA Experience of running own personal injury caseload to a high standard Experience conducting case investigations and compliance reviews Understanding of quality and performance metrics Highly motivated, proactive self-starter with excellent judgement and professional maturity Ability to prioritise effectively in a high-volume environment, balancing regulatory and commercial considerations Strong research and analytical ability Ability to build trusted relationships with the key stakeholders within the business at all levels Experience using Excel to interpret and analyse data Desirable criteria: Knowledge of Proclaim case management Professional accreditation e.g. Solicitor, MBA, CILEX etc Auditing background e.g. Lexcel Salary & Hours: Salary of up to £35,000, dependent on experience Our standard working hours are 8:30am to 5:30pm Monday-Thursday and 8:30am to 5pm Friday Benefits: - Hybrid Working - 3/2 hybrid working pattern after probation. - 23 Days Holiday - Rising to 26 days, plus bank/public holidays. - Extra Holidays - 3 holiday buy backs and an extra day for your birthday after service length requirement. - Looking After Your Health - Private medical insurance available after 2 years' service, annual flu jab and Employee Assistance Programme. - Looking After Your Well-being - 24/7 onsite Gym, Netball/Football team, 10km Manchester team and more. - Work Life / Balance - Active social committee with generous departmental and firm-wide social budget. Recruitment Process: Interviews will be conducted by MS Teams and will include scenario-based questioning. Our employees are our most important asset, we rate skill and ability above all else and our recruitment policy encourages applications from all. Please click APPLY to be redirected to our website to complete your application. Candidates with the relevant experience or job titles of; Compliance Assistant, Legal Compliance Executive may also be considered for this role
Dynamite Recruitment is working in partnership with a well established business based in Chandlers Ford. Known for providing their employees with fantastic careers and clear routes for progression, our client is looking for a Project Coordinator to join their team on a part-time basis. As an Project Coordinator you will play a key role providing administrative support to Project Managers. This will include dealing with the initial enquiry, through to the completion of audit documentation ensuring that all projects are completed on time to budget Role : Project Coordinator (Part-time / 12 month contract) Location: Chandlers Ford Hours: 15 hours per week, 3 days a week (to include Friday) Key Responsibilities of a Project Coordinator: - Ensure all administrative tasks are completed to a high standard, including risk and method statements, service orders, and technician packs -Compile and organise all required documentation accurately, and assist with the processing of payment applications -Raise purchase orders, to ensure the appropriate resources and equipment are available to deliver and complete the projects on time -Process supplier orders in a timely manner to enable the Purchase Ledger team to make supplier payments on schedule -Manage customer complaints and queries efficiently, escalating issues to the relevant Project Manager and Head of Electrical/Mechanical to ensure timely resolution -Report and assist in the appropriate response to H&S issues and emergencies which occur or are escalated during project installation -Promote and ensure consistent compliance with all Company Policies, embedding best practices throughout daily operations This is a fantastic opportunity for anyone who has experience of working with coordination/operations/project managers. Please get in touch with Flo Elmes, or APPLY now! (phone number removed)
Jun 29, 2026
Seasonal
Dynamite Recruitment is working in partnership with a well established business based in Chandlers Ford. Known for providing their employees with fantastic careers and clear routes for progression, our client is looking for a Project Coordinator to join their team on a part-time basis. As an Project Coordinator you will play a key role providing administrative support to Project Managers. This will include dealing with the initial enquiry, through to the completion of audit documentation ensuring that all projects are completed on time to budget Role : Project Coordinator (Part-time / 12 month contract) Location: Chandlers Ford Hours: 15 hours per week, 3 days a week (to include Friday) Key Responsibilities of a Project Coordinator: - Ensure all administrative tasks are completed to a high standard, including risk and method statements, service orders, and technician packs -Compile and organise all required documentation accurately, and assist with the processing of payment applications -Raise purchase orders, to ensure the appropriate resources and equipment are available to deliver and complete the projects on time -Process supplier orders in a timely manner to enable the Purchase Ledger team to make supplier payments on schedule -Manage customer complaints and queries efficiently, escalating issues to the relevant Project Manager and Head of Electrical/Mechanical to ensure timely resolution -Report and assist in the appropriate response to H&S issues and emergencies which occur or are escalated during project installation -Promote and ensure consistent compliance with all Company Policies, embedding best practices throughout daily operations This is a fantastic opportunity for anyone who has experience of working with coordination/operations/project managers. Please get in touch with Flo Elmes, or APPLY now! (phone number removed)
Complaints Handler Red Recruitment is recruiting an Complaints Handler to join our client, a leading provider of telecommunications, connectivity, and managed technology solutions. As a Complaints Handler, you will take ownership of buisness customer complaints and escalations from initial receipt through to resolution, ensuring concerns are handled professionally, fairly, and within agreed service levels while delivering an exceptional customer experience. This is a Business to Business Complaints role. Benefits & Package for an Complaints Handler: Salary : 29,000 - 33,000 per annum Hours: Monday - Friday, 9am - 5:30pm Contract: Permanent Location: Solihull 33 days holiday (including Bank Holidays) Referral Bonus - Recommend a friend Employee Assistance Programme Private Medical Insurance after probation Enhanced Maternity and Paternity Pay Salary sacrifice schemes including pension, cycle to work, and electric car leasing Private medical cover Discounted health plans Virtual GP access Eye care scheme Ongoing training and development opportunities Key Responsibilities of an Complaints Handler: Take ownership of customer complaints from initial receipt through to final resolution, ensuring accountability throughout the entire process Acknowledge complaints within agreed service levels and set clear expectations regarding timelines and next steps Conduct detailed investigations by gathering information from internal systems, service records, customer interactions, and stakeholder feedback Work closely with technical and operational teams to identify issues, validate findings, and agree appropriate resolutions Identify root causes and support the implementation of both immediate corrective actions and long-term preventative measures Prepare clear and professional written responses, translating technical information into customer-friendly language Provide structured resolution plans, including corrective actions, timescales, and service recovery solutions where appropriate Maintain accurate records of complaint cases, actions taken, and outcomes for reporting and audit purposes Act as an escalation point for complex customer issues, including service disruptions, contractual disputes, and high-priority complaints Manage customer expectations through regular communication and proactive updates Support senior stakeholders by preparing case summaries, timelines, and briefing information for complex complaints Collaborate with internal teams to ensure complaint resolution activities are prioritised and delivered effectively Identify trends, risks, and opportunities for service improvement through complaint analysis and reporting Ensure complaint handling activities comply with relevant regulations, contractual obligations, and internal policies Deliver a positive customer experience that helps rebuild trust and confidence, even in challenging situations Key Skills and Experience of an Complaints Handler: Previous experience handling complaints, escalations, or customer resolutions within a regulated industry Excellent written communication skills with the ability to simplify complex or technical information Strong analytical, investigative, and problem-solving abilities Experience working across multiple departments to achieve successful customer outcomes Ability to remain calm, professional, and customer-focused when managing challenging situations Strong stakeholder management and relationship-building skills Excellent organisational skills with a high level of attention to detail Experience within telecommunications, managed services, IT services, or a similar technical environment is advantageous Knowledge of ITIL principles, including Incident, Problem, and Service Management, is desirable Experience using ServiceNow, Freshservice, or other IT service management platforms is beneficial ITIL Foundation certification is desirable If you have the relevant skills and experience required for this Complaints Handler role and are interested in joining a growing organisation, please apply now! Red Recruitment (Agency)
Jun 28, 2026
Full time
Complaints Handler Red Recruitment is recruiting an Complaints Handler to join our client, a leading provider of telecommunications, connectivity, and managed technology solutions. As a Complaints Handler, you will take ownership of buisness customer complaints and escalations from initial receipt through to resolution, ensuring concerns are handled professionally, fairly, and within agreed service levels while delivering an exceptional customer experience. This is a Business to Business Complaints role. Benefits & Package for an Complaints Handler: Salary : 29,000 - 33,000 per annum Hours: Monday - Friday, 9am - 5:30pm Contract: Permanent Location: Solihull 33 days holiday (including Bank Holidays) Referral Bonus - Recommend a friend Employee Assistance Programme Private Medical Insurance after probation Enhanced Maternity and Paternity Pay Salary sacrifice schemes including pension, cycle to work, and electric car leasing Private medical cover Discounted health plans Virtual GP access Eye care scheme Ongoing training and development opportunities Key Responsibilities of an Complaints Handler: Take ownership of customer complaints from initial receipt through to final resolution, ensuring accountability throughout the entire process Acknowledge complaints within agreed service levels and set clear expectations regarding timelines and next steps Conduct detailed investigations by gathering information from internal systems, service records, customer interactions, and stakeholder feedback Work closely with technical and operational teams to identify issues, validate findings, and agree appropriate resolutions Identify root causes and support the implementation of both immediate corrective actions and long-term preventative measures Prepare clear and professional written responses, translating technical information into customer-friendly language Provide structured resolution plans, including corrective actions, timescales, and service recovery solutions where appropriate Maintain accurate records of complaint cases, actions taken, and outcomes for reporting and audit purposes Act as an escalation point for complex customer issues, including service disruptions, contractual disputes, and high-priority complaints Manage customer expectations through regular communication and proactive updates Support senior stakeholders by preparing case summaries, timelines, and briefing information for complex complaints Collaborate with internal teams to ensure complaint resolution activities are prioritised and delivered effectively Identify trends, risks, and opportunities for service improvement through complaint analysis and reporting Ensure complaint handling activities comply with relevant regulations, contractual obligations, and internal policies Deliver a positive customer experience that helps rebuild trust and confidence, even in challenging situations Key Skills and Experience of an Complaints Handler: Previous experience handling complaints, escalations, or customer resolutions within a regulated industry Excellent written communication skills with the ability to simplify complex or technical information Strong analytical, investigative, and problem-solving abilities Experience working across multiple departments to achieve successful customer outcomes Ability to remain calm, professional, and customer-focused when managing challenging situations Strong stakeholder management and relationship-building skills Excellent organisational skills with a high level of attention to detail Experience within telecommunications, managed services, IT services, or a similar technical environment is advantageous Knowledge of ITIL principles, including Incident, Problem, and Service Management, is desirable Experience using ServiceNow, Freshservice, or other IT service management platforms is beneficial ITIL Foundation certification is desirable If you have the relevant skills and experience required for this Complaints Handler role and are interested in joining a growing organisation, please apply now! Red Recruitment (Agency)
Customer Complaints Team Leader (Social Housing Repairs) Location: Basildon Salary: 35,000 per annum Contract Type: Full-time, Permanent About the Role Are you a proven leader with deep roots in the social housing repairs sector? Do you know how to turn a challenging customer complaint into a positive experience while driving a culture of continuous improvement? We are looking for an exceptional Customer Complaints Team Leader to champion our "right first time" quality culture. Heading up a small, dedicated team within our fast-paced contact centre, you will ensure our multi-channel operations (phone, email, video, social media, and correspondence) deliver an outstanding service to our residents. You will be the operational backbone of the complaints team-balancing performance data, coaching advisors, and actively managing Work in Progress (WIP) to exceed our performance targets. Key Responsibilities Team Leadership & Performance: Manage, motivate, and mentor a small team of complaints handlers, conducting regular 1:1s, team meetings, and performance coaching sessions. Complaints Resolution: Act as an escalation point for complex or sensitive resident complaints, resolving issues swiftly while building trusted, professional relationships with customers. WIP & Data Management: Keep a sharp eye on Work in Progress (WIP) and contact centre KPIs, using performance data to drive productivity, mitigate operational risks, and spot trends. Continuous Improvement: Promote a strong "right first time" culture across all contact channels, identifying areas for innovation and system improvements. Operational Reporting: Confidently utilize internal IT platforms and Microsoft Office tools to pull reports, support cost reviews, and track business targets (including turnover, absence, and diversity markers). What We Are Looking For Social Housing Repairs Background: Essential. You must bring a strong understanding of the unique pressures, priorities, and tenant dynamics involved in delivering high-quality housing repairs and maintenance services. Supervisory Experience: Proven experience leading, managing, and developing a small team within a customer service or contact centre environment. Complaints Mastery: A track record of handling, investigating, and resolving complex customer grievances with an empathetic, proactive, and solution-focused approach. Data & WIP Literate: Comfortable managing workloads through metrics, with a strong understanding of how to interpret data to maximize customer satisfaction. Tech-Savvy: Excellent working knowledge of Microsoft Office (Word, Excel, and PowerPoint) and the confidence to master internal housing/operational databases quickly. What's on Offer? A competitive salary of 35,000 per annum. A friendly, supportive, and driven working environment. To Apply If you have the social housing repairs experience and the leadership skills to take our customer experience to the next level, please apply with your CV today! Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application. Candidates must be eligible to live and work in the UK. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Jun 27, 2026
Full time
Customer Complaints Team Leader (Social Housing Repairs) Location: Basildon Salary: 35,000 per annum Contract Type: Full-time, Permanent About the Role Are you a proven leader with deep roots in the social housing repairs sector? Do you know how to turn a challenging customer complaint into a positive experience while driving a culture of continuous improvement? We are looking for an exceptional Customer Complaints Team Leader to champion our "right first time" quality culture. Heading up a small, dedicated team within our fast-paced contact centre, you will ensure our multi-channel operations (phone, email, video, social media, and correspondence) deliver an outstanding service to our residents. You will be the operational backbone of the complaints team-balancing performance data, coaching advisors, and actively managing Work in Progress (WIP) to exceed our performance targets. Key Responsibilities Team Leadership & Performance: Manage, motivate, and mentor a small team of complaints handlers, conducting regular 1:1s, team meetings, and performance coaching sessions. Complaints Resolution: Act as an escalation point for complex or sensitive resident complaints, resolving issues swiftly while building trusted, professional relationships with customers. WIP & Data Management: Keep a sharp eye on Work in Progress (WIP) and contact centre KPIs, using performance data to drive productivity, mitigate operational risks, and spot trends. Continuous Improvement: Promote a strong "right first time" culture across all contact channels, identifying areas for innovation and system improvements. Operational Reporting: Confidently utilize internal IT platforms and Microsoft Office tools to pull reports, support cost reviews, and track business targets (including turnover, absence, and diversity markers). What We Are Looking For Social Housing Repairs Background: Essential. You must bring a strong understanding of the unique pressures, priorities, and tenant dynamics involved in delivering high-quality housing repairs and maintenance services. Supervisory Experience: Proven experience leading, managing, and developing a small team within a customer service or contact centre environment. Complaints Mastery: A track record of handling, investigating, and resolving complex customer grievances with an empathetic, proactive, and solution-focused approach. Data & WIP Literate: Comfortable managing workloads through metrics, with a strong understanding of how to interpret data to maximize customer satisfaction. Tech-Savvy: Excellent working knowledge of Microsoft Office (Word, Excel, and PowerPoint) and the confidence to master internal housing/operational databases quickly. What's on Offer? A competitive salary of 35,000 per annum. A friendly, supportive, and driven working environment. To Apply If you have the social housing repairs experience and the leadership skills to take our customer experience to the next level, please apply with your CV today! Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application. Candidates must be eligible to live and work in the UK. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Claims Handler/Repairs Administrator Location: Tyne and Wear district Salary: GBP28,000 - GBP30,000 per year Hours: 37.5 hours per week, between the hours of 8am - 6pm. Job type: Full-time, permanent (potential for flexible working) As a Claims Handler/Repairs Administrator, you will play a key role in delivering an outstanding managed repair service for our customers and clients. You will manage incoming claims, coordinate repairs through trusted network partners, and ensure every claim is progressed efficiently and professionally within agreed SLAs and KPIs. You will be the central point of contact for policyholders, contractors, surveyors, loss adjusters, and clients, ensuring clear communication and excellent service throughout the repair journey. This is a fast-paced and varied role, ideal for someone with strong organisational skills, excellent communication abilities, and experience within insurance claims, property repairs, or customer operations. You will be part of an exciting team, where you can make a difference. Key Responsibilities Manage inbound calls from customers, clients, and repair teams in a professional and timely manner Oversee and administer incoming repair claims and allocate works to appropriate network partners Manage work in progress using systems Liaise confidently with clients, loss adjusters, surveyors, and third-party claims handlers Coordinate emergency repairs within agreed timescales Monitor claim progress to ensure all KPIs and SLAs are achieved Obtain estimates, reports, surveys, and supporting documentation Ensure customers are kept informed throughout the claims process Handle complaints and customer concerns professionally and efficiently Produce reports and estimates using Microsoft Office applications Manage delegated authority limits and seek approvals where required Complete claim closure checks and prepare files for invoicing Requirements: Previous customer service experience within insurance claims, property repairs, or a related environment Excellent verbal and written communication skills Strong telephone manner and customer-first approach Ability to work effectively in a fast-moving environment with SLAs and KPIs Excellent organisation and prioritisation skills Ability to remain calm under pressure and manage multiple tasks Experience using Microsoft Office packages Strong attention to detail and accuracy in all correspondence and system updates Proactive, adaptable, and able to use initiative Positive and professional approach when handling difficult situations If you feel like you meet the above criteria for the Claims Handler/Repairs Administrator role, then please apply now!
Jun 26, 2026
Full time
Claims Handler/Repairs Administrator Location: Tyne and Wear district Salary: GBP28,000 - GBP30,000 per year Hours: 37.5 hours per week, between the hours of 8am - 6pm. Job type: Full-time, permanent (potential for flexible working) As a Claims Handler/Repairs Administrator, you will play a key role in delivering an outstanding managed repair service for our customers and clients. You will manage incoming claims, coordinate repairs through trusted network partners, and ensure every claim is progressed efficiently and professionally within agreed SLAs and KPIs. You will be the central point of contact for policyholders, contractors, surveyors, loss adjusters, and clients, ensuring clear communication and excellent service throughout the repair journey. This is a fast-paced and varied role, ideal for someone with strong organisational skills, excellent communication abilities, and experience within insurance claims, property repairs, or customer operations. You will be part of an exciting team, where you can make a difference. Key Responsibilities Manage inbound calls from customers, clients, and repair teams in a professional and timely manner Oversee and administer incoming repair claims and allocate works to appropriate network partners Manage work in progress using systems Liaise confidently with clients, loss adjusters, surveyors, and third-party claims handlers Coordinate emergency repairs within agreed timescales Monitor claim progress to ensure all KPIs and SLAs are achieved Obtain estimates, reports, surveys, and supporting documentation Ensure customers are kept informed throughout the claims process Handle complaints and customer concerns professionally and efficiently Produce reports and estimates using Microsoft Office applications Manage delegated authority limits and seek approvals where required Complete claim closure checks and prepare files for invoicing Requirements: Previous customer service experience within insurance claims, property repairs, or a related environment Excellent verbal and written communication skills Strong telephone manner and customer-first approach Ability to work effectively in a fast-moving environment with SLAs and KPIs Excellent organisation and prioritisation skills Ability to remain calm under pressure and manage multiple tasks Experience using Microsoft Office packages Strong attention to detail and accuracy in all correspondence and system updates Proactive, adaptable, and able to use initiative Positive and professional approach when handling difficult situations If you feel like you meet the above criteria for the Claims Handler/Repairs Administrator role, then please apply now!
Repairs Administrator Location: Tyne and Wear district Salary: GBP28,000 - GBP30,000 per year Hours: 37.5 hours per week, between the hours of 8am - 6pm. Job type: Full-time, permanent (potential for flexible working) As a Repairs Administrator, you will play a key role in delivering an outstanding managed repair service for our customers and clients. You will manage incoming claims, coordinate repairs through trusted network partners, and ensure every claim is progressed efficiently and professionally within agreed SLAs and KPIs. You will be the central point of contact for policyholders, contractors, surveyors, loss adjusters, and clients, ensuring clear communication and excellent service throughout the repair journey. This is a fast-paced and varied role, ideal for someone with strong organisational skills, excellent communication abilities, and experience within insurance claims, property repairs, or customer operations. You will be part of an exciting team, where you can make a difference. Key Responsibilities Manage inbound calls from customers, clients, and repair teams in a professional and timely manner Oversee and administer incoming repair claims and allocate works to appropriate network partners Manage work in progress using systems Liaise confidently with clients, loss adjusters, surveyors, and third-party claims handlers Coordinate emergency repairs within agreed timescales Monitor claim progress to ensure all KPIs and SLAs are achieved Obtain estimates, reports, surveys, and supporting documentation Ensure customers are kept informed throughout the claims process Handle complaints and customer concerns professionally and efficiently Produce reports and estimates using Microsoft Office applications Manage delegated authority limits and seek approvals where required Complete claim closure checks and prepare files for invoicing Requirements: Previous customer service experience within insurance claims, property repairs, or a related environment Excellent verbal and written communication skills Strong telephone manner and customer-first approach Ability to work effectively in a fast-moving environment with SLAs and KPIs Excellent organisation and prioritisation skills Ability to remain calm under pressure and manage multiple tasks Experience using Microsoft Office packages Strong attention to detail and accuracy in all correspondence and system updates Proactive, adaptable, and able to use initiative Positive and professional approach when handling difficult situations If you feel like you meet the above criteria for the Repairs Administrator role, then please apply now!
Jun 26, 2026
Full time
Repairs Administrator Location: Tyne and Wear district Salary: GBP28,000 - GBP30,000 per year Hours: 37.5 hours per week, between the hours of 8am - 6pm. Job type: Full-time, permanent (potential for flexible working) As a Repairs Administrator, you will play a key role in delivering an outstanding managed repair service for our customers and clients. You will manage incoming claims, coordinate repairs through trusted network partners, and ensure every claim is progressed efficiently and professionally within agreed SLAs and KPIs. You will be the central point of contact for policyholders, contractors, surveyors, loss adjusters, and clients, ensuring clear communication and excellent service throughout the repair journey. This is a fast-paced and varied role, ideal for someone with strong organisational skills, excellent communication abilities, and experience within insurance claims, property repairs, or customer operations. You will be part of an exciting team, where you can make a difference. Key Responsibilities Manage inbound calls from customers, clients, and repair teams in a professional and timely manner Oversee and administer incoming repair claims and allocate works to appropriate network partners Manage work in progress using systems Liaise confidently with clients, loss adjusters, surveyors, and third-party claims handlers Coordinate emergency repairs within agreed timescales Monitor claim progress to ensure all KPIs and SLAs are achieved Obtain estimates, reports, surveys, and supporting documentation Ensure customers are kept informed throughout the claims process Handle complaints and customer concerns professionally and efficiently Produce reports and estimates using Microsoft Office applications Manage delegated authority limits and seek approvals where required Complete claim closure checks and prepare files for invoicing Requirements: Previous customer service experience within insurance claims, property repairs, or a related environment Excellent verbal and written communication skills Strong telephone manner and customer-first approach Ability to work effectively in a fast-moving environment with SLAs and KPIs Excellent organisation and prioritisation skills Ability to remain calm under pressure and manage multiple tasks Experience using Microsoft Office packages Strong attention to detail and accuracy in all correspondence and system updates Proactive, adaptable, and able to use initiative Positive and professional approach when handling difficult situations If you feel like you meet the above criteria for the Repairs Administrator role, then please apply now!
Do you enjoy speaking with people and building positive relationships? Are you confident handling customer enquiries and finding solutions? Do you thrive in a fast-paced environment where no two days are the same? If so, we are looking for a motivated and customer-focused Call Centre Operative to join our client's growing team in Hertfordshire. This is a fast-paced role where you will communicate with customers and third parties, manage case progress, resolve queries, and work towards achieving positive outcomes while delivering excellent customer service. Key Responsibilities Handling inbound and outbound telephone calls Responding to email and written enquiries Managing customer accounts and case updates Negotiating suitable arrangements and resolving queries Maintaining accurate records and updating internal systems Reviewing account information and supporting case progression Identifying and escalating complaints where required Achieving individual and team performance targets Desirable Experience Previous call centre, customer service or contact centre experience Experience handling complaints or customer disputes Experience within property, legal, financial or professional services environments This is an excellent opportunity to join a supportive team and develop your career within a professional and growing organisation. We are looking to speak to people with prior call centre/dispute resolution experience and with great verbal and written communication skills. This is an office-based role, so this role is commutable from Welwyn Garden City, Hertford, Ware, Bishops Stortford, Much Hadham, Stevenage, Hoddesdon and Harlow. If this sounds like something of interest, please apply now
Jun 26, 2026
Full time
Do you enjoy speaking with people and building positive relationships? Are you confident handling customer enquiries and finding solutions? Do you thrive in a fast-paced environment where no two days are the same? If so, we are looking for a motivated and customer-focused Call Centre Operative to join our client's growing team in Hertfordshire. This is a fast-paced role where you will communicate with customers and third parties, manage case progress, resolve queries, and work towards achieving positive outcomes while delivering excellent customer service. Key Responsibilities Handling inbound and outbound telephone calls Responding to email and written enquiries Managing customer accounts and case updates Negotiating suitable arrangements and resolving queries Maintaining accurate records and updating internal systems Reviewing account information and supporting case progression Identifying and escalating complaints where required Achieving individual and team performance targets Desirable Experience Previous call centre, customer service or contact centre experience Experience handling complaints or customer disputes Experience within property, legal, financial or professional services environments This is an excellent opportunity to join a supportive team and develop your career within a professional and growing organisation. We are looking to speak to people with prior call centre/dispute resolution experience and with great verbal and written communication skills. This is an office-based role, so this role is commutable from Welwyn Garden City, Hertford, Ware, Bishops Stortford, Much Hadham, Stevenage, Hoddesdon and Harlow. If this sounds like something of interest, please apply now
Complaints Handler Salary: £24,500 per annum plus discretionary annual bonus Hours: Full time (37.5 hours per week) Location: Nottingham, hybrid contract Start date: 6th October 2025Shortlisted candidates will be required to attend an in-person interview on Friday 12th September. Please ensure you are available on this date before submitting your application. Shift patterns between Monday to Friday - 08:00 - 18:00 Training: Full induction training will be provided over 2 weeks, where you'll learn our systems, meet your new colleagues and learn what exceptional customer service means here at Domestic & General. Training will be Monday - Friday, 9am - 5.30pm. We'll provide all the equipment you need, but you must have broadband access.We are delighted to announce that Domestic and General are established in a new flagship operations hub on Station Street in Nottingham city centre.Domestic & General's purpose is to keep our customer's world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group's Strategy outlined in an ambitious five-year plan.We are on the lookout for skilled professionals to join our Complaints department. If you have experience working in a customer handling role, preferably with experience of working in a complaint's environment and are looking for your next challenge, this could be your next role! About the role Working in our Complaints department you'll be a key point of contact for customers with insurance and / or service-related complaints. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.Your main objective when you engage with our customers will be to understand, address and resolve whilst adhering to treating customers fairly principles and FCA guidelines.You'll enjoy working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team. About you As a skilled customer service/complaints handler, ideally with experience in a regulated complaints environment, you'll always make sure that the customer's interest comes first whilst providing exceptional customer service. You'll have experience in both outbound and inbound calls, as well as supporting customers, taking ownership until a resolution.You understand the customer's perspective and have a natural ability to build a strong rapport, ensuring their complaint is resolved in a timely manner delivering a great customer outcome.The most successful Complaint Handlers champion the customer voice and pride themselves on customer satisfaction.Our Complaint Handlers will preferably have: Prior experience in a complaint handling role. Previous complaint handling experience within an FCA regulated business is ideal. Experience taking both outbound and inbound calls. Experience of supporting customer issues to an outcome. Passionate about providing the best resolution for the customer. Confidence in decision-making, under pressure. Ability to work autonomously and are self-motivated. A passion to deliver a first-class customer service. Enthusiasm for working in a fast-paced environment. Excellent communication and rapport building skills. Strong Microsoft Office experience with Word, Excel and PowerPoint. How you'll be rewarded Annual discretionary bonus. 33 days' annual leave (including bank holidays), with the option to buy 5 additional days each year. Save money at hundreds of retailers with our employee discounts. Discounted gym membership, online workout sessions, culinary classes and other fun activities. Regular incentives, with amazing prizes up for grabs. Investment in your career development through ongoing coaching and clearly defined opportunities to work towards. Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
Oct 01, 2025
Full time
Complaints Handler Salary: £24,500 per annum plus discretionary annual bonus Hours: Full time (37.5 hours per week) Location: Nottingham, hybrid contract Start date: 6th October 2025Shortlisted candidates will be required to attend an in-person interview on Friday 12th September. Please ensure you are available on this date before submitting your application. Shift patterns between Monday to Friday - 08:00 - 18:00 Training: Full induction training will be provided over 2 weeks, where you'll learn our systems, meet your new colleagues and learn what exceptional customer service means here at Domestic & General. Training will be Monday - Friday, 9am - 5.30pm. We'll provide all the equipment you need, but you must have broadband access.We are delighted to announce that Domestic and General are established in a new flagship operations hub on Station Street in Nottingham city centre.Domestic & General's purpose is to keep our customer's world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group's Strategy outlined in an ambitious five-year plan.We are on the lookout for skilled professionals to join our Complaints department. If you have experience working in a customer handling role, preferably with experience of working in a complaint's environment and are looking for your next challenge, this could be your next role! About the role Working in our Complaints department you'll be a key point of contact for customers with insurance and / or service-related complaints. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.Your main objective when you engage with our customers will be to understand, address and resolve whilst adhering to treating customers fairly principles and FCA guidelines.You'll enjoy working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team. About you As a skilled customer service/complaints handler, ideally with experience in a regulated complaints environment, you'll always make sure that the customer's interest comes first whilst providing exceptional customer service. You'll have experience in both outbound and inbound calls, as well as supporting customers, taking ownership until a resolution.You understand the customer's perspective and have a natural ability to build a strong rapport, ensuring their complaint is resolved in a timely manner delivering a great customer outcome.The most successful Complaint Handlers champion the customer voice and pride themselves on customer satisfaction.Our Complaint Handlers will preferably have: Prior experience in a complaint handling role. Previous complaint handling experience within an FCA regulated business is ideal. Experience taking both outbound and inbound calls. Experience of supporting customer issues to an outcome. Passionate about providing the best resolution for the customer. Confidence in decision-making, under pressure. Ability to work autonomously and are self-motivated. A passion to deliver a first-class customer service. Enthusiasm for working in a fast-paced environment. Excellent communication and rapport building skills. Strong Microsoft Office experience with Word, Excel and PowerPoint. How you'll be rewarded Annual discretionary bonus. 33 days' annual leave (including bank holidays), with the option to buy 5 additional days each year. Save money at hundreds of retailers with our employee discounts. Discounted gym membership, online workout sessions, culinary classes and other fun activities. Regular incentives, with amazing prizes up for grabs. Investment in your career development through ongoing coaching and clearly defined opportunities to work towards. Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints from the client Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude
Oct 01, 2025
Full time
Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints from the client Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude
Complaints Handler - Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2023! . 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 Banking and Financial Service sector - You must be able to evidence at least 1 years previous experience in the Banking and Financial Service Industry Start Dates : Nov 2025 Salary : £14.16 per hour Location : Work From Home Shifts : Full Time 8am-8pm Mon-Sat (Subject to Change) Training : 2 weeks then 2 weeks Grad Bay Contract : Permanent Background Checking : Right to Work in the UK Criminal Record Check Credit Check Any other associated checks 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. Job Profile Summary A highly motivated individual who delivers on customer promises and consistently demonstrates and maintains strong knowledge of different products, policies and procedures within work streams. Able to work flexibly across different work streams including responding to medium complex/regulated complaints. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Job Description Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues. Prepares routine letters, memoranda and reports for approval, while following up on pending issues. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats. Prepares moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports. Develops personal capabilities using existing formal and informal training opportunities. Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collects and prepares standard data related to ongoing issues. 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. Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.
Oct 01, 2025
Full time
Complaints Handler - Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2023! . 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 Banking and Financial Service sector - You must be able to evidence at least 1 years previous experience in the Banking and Financial Service Industry Start Dates : Nov 2025 Salary : £14.16 per hour Location : Work From Home Shifts : Full Time 8am-8pm Mon-Sat (Subject to Change) Training : 2 weeks then 2 weeks Grad Bay Contract : Permanent Background Checking : Right to Work in the UK Criminal Record Check Credit Check Any other associated checks 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. Job Profile Summary A highly motivated individual who delivers on customer promises and consistently demonstrates and maintains strong knowledge of different products, policies and procedures within work streams. Able to work flexibly across different work streams including responding to medium complex/regulated complaints. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Job Description Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues. Prepares routine letters, memoranda and reports for approval, while following up on pending issues. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats. Prepares moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports. Develops personal capabilities using existing formal and informal training opportunities. Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collects and prepares standard data related to ongoing issues. 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. Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.
Complaints Handler - Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2023! . 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 Banking and Financial Service sector - You must be able to evidence at least 1 years previous experience in the Banking and Financial Service Industry Start Dates : Nov 2025 Salary : £14.16 per hour Location : Work From Home Shifts : Full Time 8am-8pm Mon-Sat (Subject to Change) Training : 2 weeks then 2 weeks Grad Bay Contract : Permanent Background Checking : Right to Work in the UK Criminal Record Check Credit Check Any other associated checks 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. Job Profile Summary A highly motivated individual who delivers on customer promises and consistently demonstrates and maintains strong knowledge of different products, policies and procedures within work streams. Able to work flexibly across different work streams including responding to medium complex/regulated complaints. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Job Description Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues. Prepares routine letters, memoranda and reports for approval, while following up on pending issues. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats. Prepares moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports. Develops personal capabilities using existing formal and informal training opportunities. Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collects and prepares standard data related to ongoing issues. 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. Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.
Oct 01, 2025
Full time
Complaints Handler - Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2023! . 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 Banking and Financial Service sector - You must be able to evidence at least 1 years previous experience in the Banking and Financial Service Industry Start Dates : Nov 2025 Salary : £14.16 per hour Location : Work From Home Shifts : Full Time 8am-8pm Mon-Sat (Subject to Change) Training : 2 weeks then 2 weeks Grad Bay Contract : Permanent Background Checking : Right to Work in the UK Criminal Record Check Credit Check Any other associated checks 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. Job Profile Summary A highly motivated individual who delivers on customer promises and consistently demonstrates and maintains strong knowledge of different products, policies and procedures within work streams. Able to work flexibly across different work streams including responding to medium complex/regulated complaints. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Job Description Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues. Prepares routine letters, memoranda and reports for approval, while following up on pending issues. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats. Prepares moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports. Develops personal capabilities using existing formal and informal training opportunities. Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collects and prepares standard data related to ongoing issues. 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. Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.
Job Title: Financial Services Complaints Team Leader Department: Customer Resolutions Management Responsibility for: Management of a Team up to 15 Complaints handlers Reports to : Operations Manager Location: UK Work at Home Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role include leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Customer Resolutions Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 2 years' experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude
Oct 01, 2025
Full time
Job Title: Financial Services Complaints Team Leader Department: Customer Resolutions Management Responsibility for: Management of a Team up to 15 Complaints handlers Reports to : Operations Manager Location: UK Work at Home Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role include leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Customer Resolutions Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 2 years' experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude
Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints from the client Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude
Oct 01, 2025
Full time
Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints from the client Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude
