Complaints Handler
Surrey - hybrid working model (mostly working from home, UK)

- Salary of up to £24,000 per annum
- Hybrid working model
- 25 days’ annual leave
- Discretionary bonus, retail discounts and many more exciting benefits

Who we are

Premium Credit is one of the leading insurance premium finance companies in the UK and Ireland. This is an exciting time of growth for us and we need an experienced Complaints Handler to help us continue this success. With a 4/5 Glassdoor rating, this is a great opportunity to develop a varied and rewarding career with a company that supports and invests in its people.

What we have to offer

We pride ourselves on offering an inclusive and supportive working environment where employees can thrive and a culture that encourages people to develop and evolve.

This is an excellent opportunity for an experienced, customer-focused and motivated Complaints Handler to put their knowledge and skills to the test.

Our excellent benefits package also includes:

- Discretionary bonus
- Pension
- 25 days’ holiday in addition to bank holidays
- Life Assurance
- Income Protection
- Retail and cinema discounts
- A chance to win a Premium Award every quarter (£500 voucher)
- 24/7 access to Employee Assistance Programme
- Mental Health First Aiders

Within a friendly and fast-paced team, you will have the chance to build upon your customer service capabilities and expand your resolution skills. This role will mostly be based from home with very occasional travel to the office.

If you are eager to put your experience towards making a real impact on our company, don’t hesitate, apply today!

What you will be doing:

As a Complaints Handler, you will handle customer complaints, deliver an exceptional customer service by ensuring all complaints are acknowledged, dealt with professionally and resolved in line with regulatory requirements and timeframes. Communication with customers is key, and so you will be required to keep customers updated throughout the complaints process.

You will also play a key role in conducting analysis into complaint trends and identifying the root cause of any grievance. Communicating your findings to managers, you will ensure service levels are improved and aim to reduce recurrences.

You will be responsible for:

- Managing investigations, resolutions and reporting for all complaints
- Entering complaints onto the CRM database
- Actioning monthly and daily update reports
- Making recommendations for process improvements
- Ensuring that all complaints are responded to within guidelines
- Collaborating with internal stakeholders to effectively gather information to evaluate complaints

What we are looking for

We are looking for a Complaints Handler with:

- Proven track record in successful customer service including complaints handling, writing bespoke letters/emails to customers
- Excellent analytical and problem-solving skills
- Excellent communication skills - verbal and written

Knowledge of the FCA DISP Complaint Handling rules, data subject access requests and previous experience working with the Financial Ombudsman Service would be highly beneficial to your application.

Other organisations may call this role Complaint Resolution Agent, Customer Service Advisor, Customer Service Co-ordinator, Customer Care Co-ordinator, Customer Care Agent, Complaints Co-ordinator, or Complaints Officer.

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency. Webrecruit and Premium Credit are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.