Complaints Handler

**Complaints Handler**

Leatherhead, Surrey (Hybrid model)

**Why join us?**
- Competitive salary of up to £27,000 per annum [depending on experience]
- A workplace pension scheme
- Hybrid working, with very occasional collaborative days in our Leatherhead headquarters
- 25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year (pro rata)
- Coaching and mentoring, continual support, and opportunities for internal progression
- Support and investment in your personal development
- 24/7 access to Employee Assistance Programme and Mental Health First Aiders

**What we do**

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We are a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners
- and growing.

We are a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.4 and a Silver Sustainability medal.

**The Role**

This is an exciting time of growth for us, and we need a Complaints Handler to help us continue this success and support our customers. This is a great opportunity to develop a varied and rewarding career with a company that invests in, recognises and rewards its people.

Reporting to the Complaints Manager, the Complaints Handler will manage the resolution of customer complaints, keeping them informed throughout the process. You’ll be responsible for the investigation, resolution and reporting of customer complaints, gathering appropriate documentation and recording information correctly. You’ll have the opportunity to make recommendations for process improvements to ensure better outcomes for Premium Credit.

You will also:

- Investigate and resolve complaints using defined policies and procedures and with PCL and FOS guidelines.
- Action daily and monthly reports
- Progress complaints within agreed timescales, recording information relating to the complaint accurately
- Conduct root cause analysis to identify trends, suggest process improvements and communicate lessons learnt.
- Provide a service that delights the customer, ensuring that they are satisfied with the outcome.

**Who we’re looking for**

If you’re someone who thrives in a fast-paced, customer-focussed environment, able to work collaboratively with others and are looking to make a difference, this is a brilliant opportunity to advance your career to the next level with our sector-leading company. At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience.

To be considered as our Complaints Handler you will need:

- Previous experience within a complaints handling role within a regulated environment
- You should be able to listen and understand issues, maintaining accurate details
- You’ll be analytical, demonstrating how you can identify trends and improvements
- You’re solutions focussed

**The recruitment process**

Stage 2: If successful, we’ll arrange a **Telephone Evaluation** call to get to know you and your motivations, tell you more about the role and Premium Credit Limited, and answer any questions you may have. During the call we’ll also ask you to provide work-related examples in response to 2 customer service based questions. This is so that we can assess how you are likely to respond to certain role related situations.

Stage 3: If both you and we agree to continue, we’ll set up a **video interview** with the Hiring Manager and a representative from HR. Whatever the outcome, we will let you know.

Stage 4: Depending on the role, a successful interview will either result in an **offer or a second video interview** with a stakeholder from the team.

Stage 5: If you are successful following the video interview process, then we will extend a **verbal offer**, which will be followed up in writing if you verbally accept.

If you are made an offer of employment you will be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.