Description
We are looking for an experienced Senior Complaint Handler to join our Customer Relations team and help us deliver fair, balanced and customer-focused outcomes across complex insurance complaints.
As a Senior Complaint Handler, you'll manage complex, high-risk and escalated complaints from investigation through to resolution. You'll use your technical expertise and regulatory knowledge to make fair, evidence-based decisions while ensuring every customer receives the consideration, empathy and support they deserve.
Key Responsibilities:
- Investigate and Resolve Complex Complaints: Manage a portfolio of complex, sensitive and high-profile complaints across a range of insurance products and services. Conduct detailed investigations using policy documentation, claim files, call recordings, correspondence and supporting evidence.
- Deliver Fair Customer Outcomes: Put customers at the centre of decision making whilst balancing regulatory and commercial considerations. Assess customer vulnerability, distress, inconvenience and individual circumstances.
- Act as a Technical Specialist: Serve as a subject matter expert for complex complaint investigations and regulatory interpretation. Provide coaching and support to Complaint Handlers on investigation techniques, decision making and complaint writing.
- Ensure Regulatory Excellence: Apply and interpret FCA Complaint Handling Requirements, DISP Rules, Consumer Duty Principles, Financial Ombudsman Service approaches and expectations, Insurance industry best practice, Vulnerability guidance and customer outcome frameworks.
- Drive Continuous Improvement: Analyse complaint data, trends and emerging themes. Conduct root cause analysis to identify opportunities for business improvement.
Benefits:
- Career & Purpose: Davies Innovation Lab, Leadership training programme, Funding for professional qualifications
- Environmental & Social: The Davies Foundation, Local charity funding, Pennies To Heaven, Employee Resource Groups, Employee volunteering programme
- Financial Health: Pension, 5% employee and 5% employer contribution, My Choices at Davies provides; High Street discounts and Financial wellbeing hub, Life assurance: x4, Refer a Friend, Cycle to Work Scheme, Lease car salary sacrifice, Davies Incentive Plan, Enhanced maternity, paternity and adoption pay
- Mental, Physical & Emotional Wellbeing: Wellbeing centre; move, munch, money & mind focus, Discounts with 100's of UK retailers, EAP; 24/7 confidential helpline, 25 days holiday, increases to 26 days after 5 years and 27 after 10 years, Flexible working, Dress for your day, Inclusive employment policies