Complaints Handler

7 months ago

StokeonTrent, United Kingdom Davies Group Full time

**Complaints Handler**

**Stoke-On-Trent - ST1 3DH**

**37.5 hours per week**

**Why would you join Davies?**

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work You will be valued and supported and receive excellent benefits including but not limited to:

- Reward platform - discounts for over 800 retailers
- 25 days holiday (rising with service plus option to purchase up to 5 extra days a year)
- Development, training, and professional qualifications

Davies are currently recruiting people who are passionate about excellent customer service and helping people in their time of need. We are looking for a Complaints Handler to join our team in Stoke who will act as a central point of contact for internal, and external customers in the resolution of complaints. We’re looking for confident people who remain calm under pressure and have experience of dealing with difficult conversations. Being able to resolve an issue for a customer from start to end is a rewarding feeling, so we would like to hear from anyone with transferable skills who has experience with customer facing roles and telephone/written communication.

**What will your day look like**:

- Acknowledging and investigating new complaints; introducing yourself to the customer/policyholder, and letting them know you are now personally managing the situation for them
- You then have the autonomy and responsibility to coordinate with all areas of the business to resolve the situation for the customer, so you’ll be a proactive person eager to get involved with other teams to make things happen and take action
- Dealing with clients, customers and policyholders to communicate actions taken to satisfactory resolution

**Abilities And Knowledge**:

- Although we prefer those with a good level of previous industry experience, it’s not essential as we offer full support and training
- We value transferable skills and qualities and focus on what you can bring to the role
- Understand the value of delivering great customer service
- Ability to deal with challenging conversations confidently and calmly
- Delivering outcomes including adapting a sensitive approach where required

**A bit about Davies**:
We are a global team of more than 6,500 professionals and growing, operating across the UK, Ireland, the US, Canada & Bermuda. Specialising in professional services and technology firms, working in partnerships with leading insurance, which are highly regulated, global businesses.

We are a multi award-winning specialist professional services and technology business. We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation & change management.

**Our values**:
Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions, and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

We are **D**ynamic - We readily adapt to the changing environment. We strive for what’s next. We relentlessly seek more: for our business, our clients, our colleagues, and our communities.

We are **I**nnovative - We are solution-focused. We have an entrepreneurial mindset. We are empowered to discover new paths.

We **S**ucceed together
- We support each other to grow. We value different perspectives, ideas, and experiences. We make an impact in our communities.

We are **C**onnected - We are united under one mission. We believe in the power of Davies to make a difference. We are greater than the sum of our parts.

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

INDHP

**Job Types**: Full-time, Permanent

Pay: Up to £22,308.00 per year

**Benefits**:

- Canteen
- Casual dress
- Company pension
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Free parking
- Health & wellbeing programme
- Life insurance
- Referral programme

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Stoke-on-Trent, ST1 3DH: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work authorisation:

- United Kingdom (preferred)

Work Location: In person

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