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