Contract: Permanent, Full time (37.5 hrs/week)
Salary: £24,500 per annum + discretionary annual bonus
Location: Nottingham area - hybrid (new operations hub on Station Street)
Start Date: 1st December 2025
Working Hours: Monday-Friday (shifts between 08:00-18:00)
Training: 2-week full induction (Mon-Fri, 09:00-17:30). Equipment provided; candidates must have broadband access.
Interview: Shortlisted candidates must attend an in-person interview at the Nottingham office.
About the role We are recruiting skilled Complaints Handlers to join our Complaints team. You will be a key point of contact for customers with insurance- and service-related complaints, working to understand, address and resolve issues in line with treating customers fairly principles and FCA guidelines. This is a fast-paced, customer-focused role where you'll take ownership of cases and deliver fair, timely outcomes.
Key responsibilities
Handle inbound and outbound calls relating to complaints.
Investigate issues, make decisions and drive complaints to resolution.
Communicate clearly and empathetically, building rapport with customers.
Ensure all activity follows FCA guidance and internal complaints processes.
Work collaboratively with colleagues and other teams to achieve positive outcomes.About you
Previous complaint-handling experience preferred (experience within an FCA-regulated business ideal).
Comfortable taking both inbound and outbound calls and managing cases to resolution.
Confident decision-maker under pressure, able to work autonomously and stay self-motivated.
Strong customer-service focus with excellent communication and rapport-building skills.
Proficient in Microsoft Word, Excel and PowerPoint.
Enthusiastic team player who thrives in a busy environment.Benefits
Annual discretionary bonus.
33 days' annual leave (including bank holidays) with option to buy an additional 5 days.
Employee discounts across hundreds of retailers.
Discounted gym membership, online workout sessions, culinary classes and more.
Regular incentives and rewards.
Ongoing coaching and clear career development opportunities