Job Description

Position: Complaint Handlers

Role type: Permanent

Hours: Full time (37.5 hours per week)

Shift patterns between the following:

• Monday to Friday - 08:00 - 18:00
• Saturday - 09:00 - 17:00

Training: Full induction training will be provided over 2 weeks, where you'll learn our systems, meet your new colleagues and learn what exceptional customer service means here at Domestic & General.

Training will be Monday - Friday, 9am - 5pm.

We'll provide all the equipment you need, but you must have broadband access.

Salary: £19,000 - £22,000 per annum (maximum, dependant on experience), discretionary annual bonus.

Location: Nottingham - Hybrid working 2/3 days per week in the office. You will need to live within a commutable distance of our offices in Nottingham.

We are delighted to announce that we will be establishing a new flagship operations hub on Station Street in Nottingham's city centre. This investment further cements our commitment to the city and we cannot wait to open our doors in Autumn 2022.

Start date: Must be able to start on Monday 14th March 2022.

Domestic & General's purpose is to keep our customer's world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group's Strategy outlined in an ambitious five-year plan.

We are on the lookout for skilled complaints professionals to join our Early Resolutions Complaints department. If you have experience working in a Complaint Handling role, within a busy department and are looking for your next challenge, this could be your next role!

If you are passionate about providing excellent customer service and the best resolution for our customers, then we want to hear from you!

• Are you motivated by dealing with difficult customer situations and driving them to resolution?
• Do you pride yourself on your ability to resolve customers' queries and provide the right level of support every time?
• Do you thrive on delivering a first-class customer service?
• Are you passionate about your performance and development?

About the role

Working in our Early Resolutions Complaints department 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 our customers, we want to ensure that their concerns are appropriately handled every time.

Your main objective when you engage with our customers will be to understand, address and resolve whilst adhering to treating customers fairly principles and FCA guidelines.

You'll enjoy working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team.

About you

As a skilled Complaint Handler, ideally with experience in Early Resolutions, you'll always make sure that the customer's interest comes first whilst providing exceptional customer service. You'll have experience in both outbound and inbound calls, as well as experience of running cases from start to finish. You understand the customer's perspective and have a natural ability to build a strong rapport, ensuring their complaint is resolved in a timely manner.

The most successful Complaint Handlers champion the customer voice and pride themselves on customer satisfaction.

Our Complaint Handlers will have:

• Prior experience in a complaint handling role, ideally with experience in early resolutions.
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience taking both outbound and inbound calls.
• Experience of closing cases.
• Full complaint handling cycle experience is essential.
• Passionate about providing the best resolution for the customer.
• Confidence in decision-making, under pressure.
• Ability to work autonomously and under pressure.
• A passion to deliver a first-class customer service.
• Enthusiasm for working in a fast-paced environment.
• Excellent communication skills.
• Excellent rapport building skills.
• Strong Microsoft Office experience with Word, Excel and Powerpoint.
• Great team spirit and ethos!

How you'll be rewarded

• Annual discretionary bonus.
• 33 days' annual leave (including bank holidays), with the option to buy 5 additional days each year.
• Save money at hundreds of retailers with our employee discounts.
• Discounted gym membership, online workout sessions, culinary classes and other fun activities.
• Regular incentives, with amazing prizes up for grabs.
• Investment in your career development through ongoing coaching and clearly defined opportunities to work towards.

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.