Job Description

Complaints Handler

Minimum Requirements: 1 years targeted Complaints/Resolution/Retention experience within the last 3 years.

Location: Remote, Mainland UK only

Competitive salary and bonus: £23,000 plus discretionary annual bonus.

Hours: 37.5 hours per week, shift patterns between Monday to Friday 8am to 6pm.

Start date: 9th September 2024


Domestic & General are a proud partner to leading manufacturer and retail brands worldwide, taking the worry out of appliance breakdowns for almost 9 million customers in the UK.
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Right now, we're recruiting Complaints Handlers in a role that offers great work life balance, and an engaging onboarding experience. You get the benefits of working from home plus an opportunity to enjoy a state of the art working environment where you can collaborate with colleagues and receive hands on training and support.

The role you'll do:

As a Customer Sales Advisor in our Complaints team, 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 customers, we want to ensure that their concerns are appropriately handled every time. Day-to-day, you'll:

• Understand, address and resolve whilst adhering to treating customers fairly principles and FCA guidelines.
• Working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team.
• Experience taking both outbound and inbound calls, supporting customer issues to an outcome.

How you'll be rewarded:

• 33 days' annual leave (including bank holidays) - Additionally the option to buy 5 extra days each year
• Investment in your career - Development through ongoing coaching and clearly defined progression opportunities
• Employee discounts - Access to discounted Sky TV and mobile packages, and discounts for loads of online and high street retailers
• Sales bonuses - Each month you'll get the chance to earn some extra take home pay
• Health and Wellbeing - Discounted gym membership, help towards essential healthcare costs, including dental, optical, and physiotherapy
• Pension scheme - Matched employer contributions up to 5% of basic salary
• Life assurance - Employer funded cover of 4x basic salary
• A free annual D&G protection plan - Access to discounted rates for family and friends too
• Incentives - Regular incentives with amazing prizes to be won
• Employee assistance programme - Free support and advice on relationships, physical and mental health, financial assistance and more
• And many more benefits - Including travel loans, car leasing and Cycle to Work and Salary Finance schemes

What else to expect:

• In a 2-week training programme (Mon - Fri: 09:00 - 17:30) you'll learn our systems, meet your new colleagues, perfect your technique and learn what makes a great customer experience
• 37.5 hours per week, shift patterns between Monday to Friday 8am to 6pm.
• Working from the office on a Hybrid basis.
• We'll provide all the equipment you need, but you must have broadband access.

The experience and skills you need:

• 1 years targeted Complaints/Resolution/Retention experience within the last 3 years
• A background in customer service within an FCA regulated business.
• A driven mindset with strong customer service and sales skills and a love for hitting targets
• Great communication skills - you're at ease building rapport, listening to customers and demonstrating empathy when needed
• A team player committed to creating an excellent customer experience
• Unflappable and resilient attitude to juggle tasks

Immediate interviews available. Apply today to find out more.

Domestic & General is an equal opportunities employer, which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please note that we have a thorough referencing process, which includes credit and criminal record checks.

Domestic & General work in trusted partnership and are supported by Brook Street (UK) Limited with the recruitment process for our contact centre agents. Information collected from you in relation to your application will be accessed by Brook Street under a strict duty of confidentiality and Brook Street will be in direct contact with you in relation to any application made.