Complaints Handler

Donard Recruitment
£19,000 per annum
11 Oct 2017
14 Oct 2017
Contract Type
Full Time

Donard Recruitment are currently recruiting for a complaint handler for our client based in Fort Dunlop Birmingham.

The Complaints Handler will report to the Customer Relations Manager. The position holder will be responsible for receiving, investigating and responding to complaints within contractual service levels. The position holder will be an integral part of the Business Assurance Team ensuring that claimants are provided with excellent customer service.

Key Responsibilities

  • Ensuring all complaints are logged accurately, acknowledged and a resolution provided in accordance with contractual service levels agreements
  • Receiving and managing complaints directly, via telephone, email and post
  • Performing preliminary classification of complaints
  • Escalating serious complaints in line with company procedures
  • Managing their own workload to ensure that complaints are progressed within SLA
  • Gathering information from other areas of the business in order to investigate complaints fully
  • Resolving escalated queries before they become a complaint
  • Communicating effectively both internally and externally using appropriate methods of communication
  • Proactively managing claimant feedback in the interest of the business and continuous improvement
  • Producing Management Information for internal customers
  • Any other reasonable request that is not specified in this job specification

Essential Experience/Skills:

  • Educated to a minimum of A Level standard
  • A proven ability to communicate effectively
  • Exceptional organisation skills, accuracy and a meticulous approach to data input
  • Self-motivated with the ability to work autonomously
  • Previous complaint handling experience


  • Working to agreed service levels
  • Experience of working in a highly confidential environment
  • Experience of dealing with complaints from within a Financial background

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