Part Time Complaints Handler

On behalf of a growing and customer-focused organisation in Oakham, we are currently recruiting for a skilled part-time Complaints Handler. This is an excellent opportunity for an experienced customer service or complaints professional to join a supportive team where they will play an important role in resolving customer concerns, delivering fair outcomes and helping to enhance the overall customer experience.

• £27,000 – £28,500 FTE
• Part-time position: 18-20 hours per week, including Tuesday & Thursday 9.00am – 3.30pm, an additional day can be considered
• 100% office-based in Oakham, with free on-site parking
• Onsite café

Duties and responsibilities:

• Managing an allocated caseload of customer complaints, ensuring accurate recording and timely resolution
• Gathering and reviewing information from internal teams and external partners to establish the facts of each case
• Preparing clear, professional and empathetic complaint responses, including final response letters
• Ensuring all complaints are handled in line with FCA requirements, Consumer Duty principles and internal procedures
• Identifying trends, recurring issues and root causes, escalating concerns and recommending improvements
• Working collaboratively with customer service, claims, underwriting and compliance teams

Required skills and experience:

• Extensive previous experience in a similar office-based customer service or complaints handling role
• Strong written and verbal communication skills with the ability to explain decisions clearly and professionally
• Confidence using customer databases and Microsoft Office applications
• Able to attend initial training in Winchester for 3-5 days (all travel and accommodation expenses will be covered)
• Excellent attention to detail and the ability to assess information objectively and fairly
• Good organisational skills with the ability to manage competing priorities and meet deadlines
• A calm, empathetic and customer-focused approach when dealing with challenging situations
• Experience within insurance, financial services or another FCA-regulated environment, along with knowledge of FCA complaint handling requirements, would be advantageous