Complaint Handler - Go.Compare

We create trusted, expert content that helps millions of people discover more about the things they love, need and care about.

As a proud part of Future's brand portfolio, Go.Compare's a trusted price comparison site helping customers make smarter financial choices. Within this, our Customer Complaints team resolves customer queries and ensures fair outcomes across our insurance products.

Reporting to the Senior Complaints Manager, you'll manage and resolve customer complaints to deliver positive customer outcomes. You'll investigate issues thoroughly, identify root causes, and draft clear, professional responses.

Responsibilities:

• Investigate and resolve customer complaints received via telephone, email, and written correspondence.
• Identify the root cause of customer issues and determine fair resolutions in line with FCA standards.
• Draft clear, professional response letters and emails explaining investigation findings.
• Log all complaint data accurately across Microsoft Excel, Google Sheets, and internal systems.
• Work alongside internal compliance and partner teams to resolve complex customer inquiries.
• Share customer feedback and complaint insights with team managers to help improve operational processes.

Requirements:

• Experience handling, investigating, and resolving customer complaints or complex service queries.
• Knowledge of financial services, insurance products, or FCA compliance guidelines.
• Strong written communication skills with the ability to compose clear customer correspondence.
• Active listening skills with a constructive approach to conflict resolution.
• Proficiency using Microsoft Office, Excel, Google Workspace, and Slack.
• Strong attention to detail with the ability to maintain accurate case records.

Minimum Requirements:

• Experience working in customer service, complaints resolution, or administrative case management.
• Experience communicating with customers via telephone, email, or formal correspondence.
• Ability to work a hybrid schedule from our Cardiff office.

Benefits:

• Uncapped leave
• Enhanced parental leave
• Discounted rates with Dental care and Private Medical care
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend scheme - with payment following the successful hire.
• Well-being support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan
• Salary sacrifice Pension scheme up to 5% match
• Free drinks and snacks in our offices