Complaints Handler

1 week ago

Cardiff, United Kingdom Which? Full time

**This role offers a competitive salary, hybrid working in cardiff 5-8 days a month, 28 days holiday a year plus Bank Holidays and 11% pension from the second year**

**Salary £21,000 - £24,000**

**About the role**

**At Which? we strive for excellence but realise that sometimes we may not hit this mark. When this happens we can find a complaint being raised. This is a fantastic opportunity to join us in understanding all we do to empower Consumers whilst resolving complaints they may have about the services we provide. Personal development is encouraged as is autonomy in shaping the resolutions we provide.**

**Key responsibilities include**:

- Investigate complaints in an independent, impartial and non-judgemental way and to provide a full and detailed explanation/response to complaints.
- To be a point of contact to support Vulnerable Customers and assess reasonable adjustment requests.
- Assist with the completion of checks and controls on colleagues from other teams.
- To undertake all other business or ad hoc tasks, as required by the Complaints and Operations Manager across Member Services Online and Member Support.

**About you**

**You should be a person who is keen to do the right thing and remain impartial when handling complaints. This is a great opportunity to join a role where flexibility and development is key. Resilience and objection handling are of utmost importance and should form a part of your skillset alongside a great attention to detail. In return you'll get a rewarding role with fantastic support.**

We also have these benefits for you to consider:

- 28 days holiday + all bank holidays
- 35 hour working week
- Hybrid way of working, with patterns agreed at team level, based on the requirements for the role
- Award winning pension scheme - when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service.)
- Annual Bonus (up to 5% currently, depending on employee and company performance)
- Healthcare insurance
- Private medical insurance and opportunity to participate in Vitality rewards programme - at 6 months
- Free life assurance cover (worth at least 4x your annual salary)
- Free access to Which? member content
- Free access to Which? money and legal helplines
- 50% off making a will with Which? wills
- Tax-free cycle to work scheme
- Our friendly, family-feel office is close to Cardiff Central train station and a stone's throw from Cardiff City Centre

**About Which?**

**_ All our roles are now hybrid and we will supply you with the tools and technologies to enable you to do this._**

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. As an organisation we're not for profit and all for making consumers more powerful.

We impact in key areas such as consumer rights, scams, data protection and unfair pricing. Our investigations go deep and our expert advice is completely impartial. Same goes for our product reviews - our rigorous tests and expert recommendations help consumers to make better decisions. Come and champion consumers with us - it's important work. As people we're brave, caring, rigorous and insightful in the way we connect with each other to make change happen.

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