Complaints Handler

Position: Complaints Handler

Type: Permanent

Salary: £25,506 per annum plus monthly bonus

Hours: Full time (37.5 hours per week)

Location: Nottingham area. Hybrid contract.

Start date: 13th of July

All applicants must be available to attend an in-person interview at our Nottingham office on Station Street in Nottingham’s city centre. Interview day will be Tuesday 2nd of June.

Shift patterns:
Monday to Friday – 08:00 to 18:00.

Training:
Full induction training over 2 weeks (Monday‑Friday, 9am‑5.30pm). Equipment will be provided for hybrid work; broadband access required.

Working in our Complaints department you’ll be a key point of contact for customers with insurance and/or service‑related complaints. Your main objective will be to understand, address and resolve complaints while adhering to FCA guidelines and treating customers fairly. You will work in a fast‑paced, vibrant, and rewarding environment alongside a brilliant and hard‑working team.

• Make outbound and receive inbound calls related to complaints.
• Resolve complaints and provide the right level of support every time.
• Build rapport with customers to ensure timely resolutions.
• Document all interactions accurately in the system.
• Take ownership of cases until a satisfactory outcome is achieved.
• Adhere to regulatory and FCA principles while handling complaints.

• Prior experience in a complaint handling role.
• Experience with in an FCA regulated business is ideal.
• Experience taking both outbound and inbound calls.
• Experience supporting customer issues to an outcome.
• Passionate about delivering the best resolution for the customer.
• Confidence in decision‑making under pressure and ability to work autonomously.
• Excellent communication and rapport‑building skills.
• Strong Microsoft Office experience with Word, Excel and PowerPoint.
• Great team spirit and enthusiasm for a fast‑paced environment.

• Annual discretionary bonus.
• 33 days’ annual leave (including bank holidays) with the option to buy 5 additional days each year.
• Employee discounts at hundreds of retailers.
• Discounted gym membership, online workout sessions, culinary classes and other activities.
• Regular incentives with prizes.
• Career development through ongoing coaching and clear progression opportunities.

Equal Opportunities

Domestic & General is an equal opportunities employer, which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.