Complaints Handler
Salary: £24,500 per annum + discretionary annual bonus
Hours: Full-time, 37.5 hours per week, working Monday - Friday, with shifts between 8am - 6pm
Location: Nottingham (Hybrid)
Start Date: 1st December 2025
Please note: Shortlisted candidates will be invited to attend an in-person interview at our Nottingham office.
About the Role
We're looking for experienced and customer-focused professionals to join our Complaints Department at Domestic & General. As a Complaints Handler, you'll be a key point of contact for customers who have insurance or service-related concerns, ensuring that every interaction is handled fairly, professionally, and with empathy.
Your primary goal will be to understand, address, and resolve customer complaints efficiently, while adhering to FCA guidelines and our commitment to treating customers fairly. You'll play a vital part in maintaining our reputation for excellence and ensuring positive outcomes for every customer.
This is a fast-paced and rewarding role within a supportive, collaborative team - ideal for someone who takes pride in their ability to turn challenging situations into positive experiences.
About You:
You'll already have strong experience in customer service or complaint handling, ideally within a regulated environment. You're someone who genuinely cares about delivering great outcomes, taking full ownership of each case until resolution.
You'll thrive when:
Engaging directly with customers to understand and resolve their concerns
Working autonomously in a structured environment
Delivering first-class service and championing the customer's voice
Making confident decisions under pressureDesirable skills and experience:
Proven experience in complaint handling (FCA-regulated experience desirable)
Comfortable managing both inbound and outbound calls
Strong problem-solving and decision-making skills
Excellent communication and rapport-building abilities
Competent in Microsoft Office (Word, Excel, PowerPoint)
Self-motivated, organised, and passionate about customer care
Training and Development:
You'll receive full induction training over your first two weeks (Monday-Friday, 9:00am-5:30pm). During this time, you'll learn our systems, meet your colleagues, and discover what exceptional customer service means at Domestic & General.
We'll provide all the equipment you need to work effectively - you'll just need access to a reliable broadband connection.
About Domestic & General:
Domestic & General's purpose is simple: to keep our customers' world running by delivering an essential service they can always rely on.
We're proud to be growing and transforming our business in line with our ambitious five-year strategy, supported by our new flagship operations hub on Station Street, right in the heart of Nottingham city centre.
What You'll Get in Return:
Annual discretionary bonus
33 days' annual leave (including bank holidays), plus the option to buy up to 5 extra days
Employee discounts at hundreds of retailers
Health and wellbeing perks, including discounted gym memberships and online workout sessions
Regular incentives with exciting prizes
Ongoing career development with coaching and clear progression opportunities
If you're passionate about delivering excellent customer service, take pride in resolving complex issues, and want to be part of a business that values your contribution - we'd love to hear from you.
Interviews available immediately.
Brook Street NMR is acting as an Employment Agency in relation to this vacancy