Average Complaints Handler salary in the UK

Complaints Handler Job Location: Cheltenham. Job Type: Full-time (Mon-Fri). The Role: As a Complaints Handler you will report to the Complaints Manager and be responsible for supporting our customers in the swift resolution of complaints. Key Activities: Be proactive in communicating with customers to listen and understand the complaint from their perspective.Investigate complaints, liaising with claims team colleagues as required, to fully understand the cause and appropriate resolution.Prepare investigative reports and formal lettersEnsure complaints handling activity is fully recorded on our systems.Ensure your adherence to complaints handling regulations and procedures.Assist the Complaints Manager in supporting colleagues across the business in their understanding of complaints regulations and procedures.Assist the Complaints Manager in learning from complaints, using route cause analysis and subsequent data to identify recurring issues.Engage with our Continuous Improvement team, applying complaints learning to inform service improvements.Support a culture of customer service excellence where complaints are identified and resolved quickly, and lessons learned and applied to future improvements. Skills and Experience required: Experience of handling complaints in a customer service environment.Excellent communication skills, both written and verbal.Interpersonal skills to engage with customer, even in emotionally charged circumstances.Experience of working in the insurance claims sector is needed.Excellent organisational skills to prioritise workload and deliver against relevant timescales.Experience of working with vulnerable customers and the ability to sensitively communicate effectively with themWorking knowledge of Consumer Duty and ICOBS requirements.Working knowledge of GDPR. Benefits: Generous company pension.Tools/equipment required for the performance of company duties.Cycle to work scheme.Life Insurance (following successful completion of probationary period).Private Medical Insurance (following successful completion of probationary period).Casual dress policy.Flexible Working.Free on-site parking (where available).EV charging points (where available).Employee Assistance Programme.Free Gym Membership.Cycle to work scheme.Tech scheme.

Join a respected and established name in the Insurance industry as a dedicated Customer Complaints Handler, ensuring each client feels heard and supported. We're looking for an empathetic, solutions-oriented professional who is eager to make a difference in customer service standards. The role as Customer Complaints Handler: In this role, you'll be pivotal in representing our client's commitment to client care, handling each complaint with diligence, clarity, and care. Your communication and problem-solving skills will be essential in building trust and delivering resolutions that exceed customer expectations. Your responsibilities as Customer Complaints Handler: Serve as the initial contact for clients raising concerns, addressing each case with a professional and empathetic approachConduct thorough investigations, gathering necessary details and documentation to fully understand each situationOffer timely and accurate resolutions, adhering to the company's policies and industry standardsDocument and manage all communications related to complaint cases, ensuring detailed and clear records are maintainedWork closely with other teams to analyse recurring issues and identify ways to improve the overall customer experienceReport on trends in customer complaints and provide valuable feedback to support ongoing improvements About You: Proven experience in complaints handling or customer service, within Insurance or financial servicesExceptional communication skills and the ability to work with customers and stakeholders across all levelsStrong analytical mindset to resolve complex cases with precisionCapable of managing challenging conversations with empathy and professionalismFamiliarity with relevant regulations and industry standardsOrganised, detail-oriented, and comfortable working in a dynamic, fast-paced environment What's on Offer for the position of Customer Complaints Handler: Be part of a forward-thinking, market-leading company where your contributions will be valued. In addition to a competitive salary of up to £30,000, you'll enjoy a range of benefits and opportunities for professional growth.

Our client is a UK leader in Pensions and Life Assurance, providing innovative financial solutions that help customers secure their financial future. They pride themselves on delivering exceptional customer service and resolving concerns effectively. They're now seeking a dedicated Complaints Handler to join the team in Edinburgh.The Role:As a Complaints Handler, you will take ownership of the full end-to-end complaints process, from initial receipt to final resolution, ensuring fair outcomes for customers while adhering to regulatory guidelines. This includes thorough investigation of complaints, engaging with multiple stakeholders, and implementing effective solutions. You’ll play a critical role in upholding our client's reputation for excellence in customer care.Key Responsibilities: Manage the full lifecycle of customer complaints, from initial acknowledgement to resolution and closure.Conduct detailed investigations into complaints to identify root causes and determine appropriate resolutions.Liaise with internal departments to gather necessary information and ensure a seamless resolution process.Maintain accurate records of all complaint activities and outcomes, ensuring compliance with regulatory standards.Identify complaint trends and provide feedback for continuous improvement of processes and services. About You:We are looking for a detail-oriented professional who is passionate about delivering excellent customer service and can confidently handle the end-to-end complaints process. While experience in life assurance or pension complaints is highly desirable, candidates with broader financial services complaints experience are welcome to apply.What You’ll Need: Proven experience managing regulated complaints, including conducting detailed investigations.Strong analytical and problem-solving skills, with a focus on accuracy and attention to detail.Excellent communication skills, both written and verbal, to handle sensitive and complex issues effectively.Ability to manage multiple tasks, prioritize workloads, and work collaboratively with cross-functional teams.A customer-focused approach and a commitment to delivering fair and timely outcomes What can we Offer You?  3-month contract£190 per day, via umbrella Experience in the Pensions and Invesments space