Complaints Advisor
Hybrid, Nottingham (12 days a week in office)
Start date: 1st December 2025
Key points
Major UK insurance company (trusted by millions)
Salary: £24,500 per annum
Annual discretionary bonus
Quarterly bonus structure (up to 10% per year based on performance)
37.5 hours per week, MonFri shifts between 8am6pm (no weekends)
Hybrid role, with all equipment provided
Full induction training provided (2 weeks, MonFri, 95.30)
Great benefits, career progression and central Nottingham office hub
The role in a nutshell
Youll join our clients Complaints team, helping customers with insurance and service-related complaints. The focus is on listening, taking ownership, and resolving issues fairly and in line with FCA guidelines.
You will be handling inbound and outbound calls, working with customers to fully understand their concerns, and making sure they receive a fair and timely resolution. Its a fast-paced role, but youll be part of a supportive team that values customer outcomes and high standards.
What experience do you need?
You dont need years of regulated complaints experience, but you do need:
Experience supporting customers in a complaints capacity (ideally in a phone-based or contact centre role)
Ideally, the complaints experience you do have will come from an FCA regulated environment
Confidence handling complaints or service issues
Strong communication skills and resilience under pressure
Computer literacy and good attention to detail
If youve worked in complaints handling, customer service, or another FCA-regulated environment, thats ideal.
The reward
Discretionary annual bonus + quarterly performance bonus (up to £3,000 per year)
33 days holiday (including bank holidays), with the option to buy more
Hybrid working with full kit provided
Discounts with major retailers, gym membership, wellbeing perks
Regular incentives and recognition
Ongoing coaching and defined career paths within financial services
Essentials
You must be based within commuting distance of Nottingham (hybrid role)
Youll need a quiet home setup and reliable broadband
Must be available for in-person interview on Friday 12th September
Recruitment Process
The whole process can move quite quickly depending on how responsive you are. Each step builds on the last:
Online application (5 mins)
Call with one of the Talent Tent team to go over the role (10 mins)
Follow up video call with Talent Tent to assess your experience in more depth (30 mins)
Client remote interview (60 mins)
We'll need to see proof of your right to work in the UK as part of the process.
Final point
Hybrid working isnt for everyone. It takes a self-starter mindset, strong communication and the ability to bounce back when calls get tough. If youre someone who thrives with structure, wants stability, and gets a buzz from helping people (without sales pressure), wed love to hear from you.
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