Complaint Handler

**Description**

Domestic & General’s purpose is to keep our customer’s world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group’s Strategy outlined in an ambitious five-year plan.

We are on the lookout for skilled complaints professionals to join our Early Resolutions Complaints department. If you have experience working in a Complaint Handling role, within a busy department and are looking for your next challenge, this could be your next role

If you are passionate about providing excellent customer service and the best resolution for our customers, then we want to hear from you
- **Are you motivated by dealing with difficult customer situations and driving them to resolution?**:

- **Do you pride yourself on your ability to resolve customers’ queries and provide the right level of support every time?**:

- **Do** **you thrive on delivering a first-class customer service?**:

- **Are you passionate about your performance and development?**

**About the role**

Working in our Early Resolutions Complaints department you’ll be a key point of contact for customers with insurance and / or service-related complaints. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.

Your main objective when you engage with our customers will be to understand, address and resolve whilst adhering to treating customers fairly principles and FCA guidelines.

You’ll enjoy working in a fast-paced, vibrant, and rewarding role alongside a brilliant and hard-working team.

**About you**

As a skilled Complaint Handler, ideally with experience in Early Resolutions, you’ll always make sure that the customer’s interest comes first whilst providing exceptional customer service. You’ll have experience in both outbound and inbound calls, as well as experience of running cases from start to finish. You understand the customer’s perspective and have a natural ability to build a strong rapport, ensuring their complaint is resolved in a timely manner.

The most successful Complaint Handlers champion the customer voice and pride themselves on customer satisfaction.

Our Complaint Handlers will have:

- Prior experience in a complaint handling role, ideally with experience in early resolutions.
- Previous complaint handling experience within an FCA regulated business is ideal.
- Experience taking both outbound and inbound calls.
- Experience of closing cases.
- Full complaint handling cycle experience is essential.
- Passionate about providing the best resolution for the customer.
- Confidence in decision-making, under pressure.
- Ability to work autonomously and under pressure.
- A passion to deliver a first-class customer service.
- Enthusiasm for working in a fast-paced environment.
- Excellent communication skills.
- Excellent rapport building skills.
- Strong Microsoft Office experience with Word, Excel and Powerpoint.
- Great team spirit and ethos