Complaints Handler

5 months ago

Cheadle, United Kingdom Freedom Group Action 365 Full time

How does working 4 days for the same salary as 5 sound? No really, there’s no catch.

We’re a great bunch here at the Freedom Services Group, and we’re all about looking after our employees. Which is why we’ve recently trialled a 4-day working week for all staff.

Freedom services are going through an exciting phase of growth, and we’re looking for enthusiastic and motivated people to join our team.

As part of our team you’ll also get some amazing benefits.

Does this sound like your kind of place to work? Here’s what we’d like from you

**About us**

We are the Freedom Group and we're passionate about what we do; protecting people, their property, their valued possessions, and the things they love. We provide a range of services to business partners and customers including insurance underwriting, distribution of insurance products and management of motor claims.

Our team is based in Cheadle, Cheshire but we've adopted a successful hybrid approach where remote and flexible working is very much at the forefront. In addition to a competitive salary, we provide a range of great benefits including:

- Reduced hours benefit (4 day week).
- Paid day off for your birthday
- Private healthcare after 6 months service
- Enhanced Maternity & Paternity policy (qualifying period)
- Company sick pay (qualifying period)
- Competitive holiday allowance
- Company pension contribution
- Social events throughout the year
- Company discount & benefit scheme
- Free eyecare vouchers
- Death in service policy

As an employee of the Freedom Group, you will find a fun working environment and an inclusive culture where everyone feels valued and respected, and we're looking to add some new faces to our growing team.

The Complaints Handler will be responsible for responding to all customer complaints. Investigating the complaint and responding to and resolving complaints liaising with the FOS (Financial Ombudsman Service) when required.

**Key Duties and Responsibilities**
- To support the complaints manager in implementing a best class, regulated complaints management process
- To adhere to the implementation of complaints policies and procedures
- Demonstrate the ability to work with large volumes of work - effectively prioritizing as required.
- To find ways of improving efficiencies and effectiveness of processes across the group of businesses
- To review and investigate complaints, bringing them to a satisfactory close within the agreed SLA’s
- Using a variety of call recording software to listen to and analyse customer interactions with the separate business areas
- Ability to analyse root cause analysis and provide feedback and solution
- To ensure the effective management of complaints in line with regulatory bodies
- Ensure the maintenance of a company-wide complaints reporting and tracking system
- Appropriately escalating complaints to the Complaints Manager, Or Senior within the team
- Liaise with the Financial Ombudsman Service where required
- Always deliver excellent customer service
- Recording complaint details accurately on all relevant systems and databases
- Answering Subject Access Report requests
- Collation of evidence in files for external requirements - including transcription and timelines
- Adhere and Achieve KPI’s set by team manager.

**Preferred Skills**
- Knowledge of working within complaints and customer service environment
- Excellent Customer Service skills
- Excellent telephony skills
- Strong attention to detail
- Ability to multi-skill
- Ability of using Microsoft Office - with a focus on Word and Excel
- Strong numeracy and written communication skills
- To work positively and inclusively with all colleagues, customers, and business partners to promote a workplace that values equality and diversity
- To adhere to all company policies and procedures as set out in the company
- Ability to remain calm when under pressure
- Ability to alter communication style to the audience.

**Desirable**
- Knowledge of working within an FCA regulated environment
- Motor claims experience

**Other Duties**
- Ensure departmental reporting is accurate and updated - provided to Complaints Manager
- Assist with organization of daily workload and prioritization of activities within the team
- Be a referral point for team members to discuss complaint outcomes/cases
- Attend complaints resolution meetings across all business departments and lead from a complaint’s perspective
- Liaise with Team Managers and Heads of across the business

If you think this sounds like you then please get in touch, we'd love to hear from you

**Salary**: £21,255.00-£22,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

**Educ

  • Complaints Handler

    1 week ago

    Cheadle, United Kingdom Lorien Full time

    Job Description Complaints Handler - full time onsite initially (likely 6 months, the 2 days per week once signed off as compliant) We are looking for Serious Quality Defect experienced complaint handlers as part of a team who ensures timely and accurate administration of any complaints received by the company, including the company's introducers and...

  • Complaints Handler

    7 days ago

    Cheadle, United Kingdom SRG Full time

    Job Title - Complaints Handler / Complaints Team Leader / Complaints Quality CheckersSummary:Part of a team who ensures timely and accurate administration of any complaints received by the company, including the company’s introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations, as well as...

  • Complaints Handler

    7 days ago

    Cheadle, United Kingdom SRG Full time

    Job Title - Complaints Handler / Complaints Team Leader / Complaints Quality CheckersSummary:Part of a team who ensures timely and accurate administration of any complaints received by the company, including the company’s introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations, as well as...

  • Complaint Handler

    7 days ago

    Cheadle, United Kingdom Pontoon Full time

    Job Description Complaints Handler Pay Rate: Highly competitive day rate available Start date: Dec/Jan starts Working pattern: Full-time (based in Cheadle office initially, moving to hybrid 2 days per week) We are currently seeking a dedicated and experienced Complaints Handler to join our client's dynamic team. As a Complaints Handler, you will play...

  • Complaint Handler

    5 days ago

    Cheadle, United Kingdom Adecco UK Limited Full time

    Complaints HandlerPay Rate: Highly competitive day rate availableStart date: Dec/Jan startsWorking pattern: Full-time (based in Cheadle office initially, moving to hybrid 2 days per week)We are currently seeking a dedicated and experienced Complaints Handler to join our client's dynamic team. As a Complaints Handler, you will play a crucial role in ensuring...

  • Complaint Handler

    6 days ago

    Cheadle, Cheshire, United Kingdom Candidate Source Full time

    We are looking for passionate complaint handlers who want to find fair outcomes for customers to join a motor finance provider in Cheadle. You will be communicating with the customer and third parties to understand the situation in detail, reviewing facts and evidence, and concluding the outcome in a final letter.The role is initially full time on site with...

  • Complaint Handler

    2 weeks ago

    Cheadle, Borough of Stockport, United Kingdom CV-Library Full time

    We are looking for passionate complaint handlers who want to find fair outcomes for customers to join a motor finance provider in Cheadle. You will be communicating with the customer and third parties to understand the situation in detail, reviewing facts and evidence, and concluding the outcome in a final letter.  The role is initially full time on...

  • Complaint Handler

    2 weeks ago

    Cheadle, Cheshire, United Kingdom Candidate Source Remote Work Freelance Full time

    We are looking for passionate complaint handlers who want to find fair outcomes for customers to join a motor finance provider in Cheadle. You will be communicating with the customer and third parties to understand the situation in detail, reviewing facts and evidence, and concluding the outcome in a final letter. The role is initially full time on site with...

  • Complaints Handler

    7 days ago

    Cheadle, UK, Greater Manchester, United Kingdom SRG Full time

    Job Title - Complaints Handler / Complaints Team Leader / Complaints Quality CheckersSummary:Part of a team who ensures timely and accurate administration of any complaints received by the company, including the company’s introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations, as well as...

  • Complaint Resolution Specialist

    2 weeks ago

    Cheadle, United Kingdom Candidate Source Full time

    Complaint Handler RoleWe are seeking a skilled Complaint Handler to join our team at a motor finance provider in Cheadle. As a Complaint Handler, you will be responsible for communicating with customers and third parties to understand the situation in detail, reviewing facts and evidence, and concluding the outcome in a final letter.Key...

  • Complaints Administrator

    5 months ago

    Cheadle, United Kingdom Freedom Group Action 365 Full time

    How does working 4 days for the same salary as 5 sound? No really, there’s no catch. We’re a great bunch here at the Freedom Services Group, and we’re all about looking after our employees. Which is why we’ve recently trialled a 4-day working week for all staff. Freedom services are going through an exciting phase of growth, and we’re looking for...

  • Complaints Handler

    1 week ago

    Cheadle, Borough of Stockport, United Kingdom CV-Library Full time

    Summary: Part of a team who ensures timely and accurate administration of any complaints received by the company, including the company's introducers and customers. The team also ensure all responses are completed in line with the current FCA and CCA regulations, as well as the company's policies and procedures. Responsibilities: To ensure that...

  • Specialist Claims Handler

    5 months ago

    Cheadle, United Kingdom Freedom Group Action 365 Full time

    How does working 4 days for the same salary as 5 sound? No really, there’s no catch. We’re a great bunch here at Freedom Services, and we’re all about looking after our employees. Which is why we’ve recently trialled a 4-day working week for all staff. Freedom services are going through an exciting phase of growth, and we’re looking for...

  • Customer Dispute Resolution Specialist

    2 weeks ago

    Cheadle Hulme, Stockport, United Kingdom Candidate Source Ltd Full time

    We are seeking a highly skilled individual to join our team at Candidate Source Ltd as a Complaint Handler. As a key member of our team, you will be responsible for communicating with customers and third parties to resolve complaints in a fair and timely manner.Key Responsibilities:Investigating and resolving customer complaints: You will be responsible for...