# Complaint Handler

**Company**: Davies
**Location**: Preston
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Insurance

**Apply**: https://davies.pinpointhq.com/en/postings/905d91c2-d7bc-4c1c-92ef-9170c2d8d479?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_fdea80b7-f13

## Description

At Davies, you're part of a community that celebrates collaboration, supports your growth, and recognises the impact you make.

We're looking for a calm, organised, customer-focused individual to become a key part of our Complaints Resolution team. You'll be the central point of contact for internal and external customers, guiding them through the resolution of reportable complaints with professionalism, empathy, and confidence.

## Key Responsibilities

- Managing reportable complaints across all Davies divisions, ensuring every case meets client and company standards

- Investigating complaint circumstances, collaborating with business units, and assessing whether compensation is appropriate

- Delivering clear, fair conclusions to customers, clients, senior leaders , and occasionally our CEO for escalated cases

- Presenting information effectively, ensuring every customer feels heard and respected

- Championing Fair Treatment of Customers, working within FCA guidelines

- Supporting colleagues across the Group to ensure complaints are acknowledged correctly

- Owning key client relationships, ensuring processes are followed and deadlines met

- Meeting and maintaining KPI targets

- Tracking root causes, spotting trends, and identifying opportunities for improvement

- Handling sensitive information with absolute confidentiality

## 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

## Skills

### Required
- communication skills
- judgement
- problem-solving abilities
- organisational skills

---

Source: [Apply at davies.pinpointhq.com](https://davies.pinpointhq.com/en/postings/905d91c2-d7bc-4c1c-92ef-9170c2d8d479?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)