Complaints Handler
Hybrid, Nottingham (1–2 days a week in office)
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)
* hours per week, Mon–Fri shifts between 8am–6pm (no weekends)
* Hybrid role, with all equipment provided
* Full induction training provided (2 weeks, Mon–Fri, 9–5.30)
* Great benefits, career progression and central Nottingham office hub
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The role in a nutshell
You'll 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. It's a fast-paced role, but you'll be part of a supportive team that values customer outcomes and high standards.
What experience do you need?
You don't 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 you've worked in complaints handling, customer service, or another FCA-regulated environment, that's ideal.
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The reward
* Discretionary annual bonus + quarterly performance bonus (up to £3,000 per year)
* 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)
* You'll need a quiet home setup and reliable broadband
* Must be available for in-person interview on Friday 12th September
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Recruitment Process
The whole process can move quite quickly depending on how responsive you are. Each step builds on the last:
1. Online application (5 mins)
2. Call with one of the Talent Tent team to go over the role (10 mins)
3. Follow up video call with Talent Tent to assess your experience in more depth mins)
4. Client remote interview (60 mins)
We'll need to see proof of your right to work in the UK as part of the process.
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Final point
Hybrid working isn't for everyone. It takes a self-starter mindset, strong communication and the ability to bounce back when calls get tough. If you're someone who thrives with structure, wants stability, and gets a buzz from helping people (without sales pressure), we'd love to hear from you.