Complaints Handler

Freedom Group
£17,500 - £20,000
Job Type
Expiry Date

Initial training will take place at our Cheadle head office. 

Following the induction, working from home may be an option. 


Key Duties and Responsibilities

  • To support the complaints manager in implementing a world class complaints management process
  • To adhere to the implementation of complaints policies and procedures
  • Handling a large portfolio of vehicle insurance complaints in a fast-paced environment by managing priorities and time effectively
  • To find ways of improving efficiencies and effectiveness of processes
  • To review and investigate complaints bringing them to a satisfactory close within the agreed SLA’s
  • To promote governance development within and provide feedback to the department heads
  • To ensure the effective management of complaints in line with regulatory bodies ensuring adherence to the framework providing responses that address the complainant’s concerns
  • Ensure that maintenance of a company-wide complaints reporting and tracking system
  • Appropriately escalating complaints to the Complaints Manager
  • Liaison with the Financial Ombudsman Service when customers have complained to them directly
  • Working to strict targets which apply to both quality and productivity
  • Deliver excellent customer services at all times
  • Writing bespoke final response letters &/or emails to the customer
  • Recording complaint details accurately on all relevant systems and databases

Knowledge, Skills and Experience

•               Knowledge of working within complaints in an FCA regulated environment

•               Demonstrable complaint handling experience

•               Excellent Customer Service skills

•               Excellent telephony skills

•               Strong attention to detail

•               Ability to multi-skill

•               Strong numeracy and written communication skills


•               Familiar using in-house databases such as Proclaim

•               Demonstrable motor claims experience

Personal Qualities and Skills

  • Strong completer/finisher
  • Ability to remain calm when under pressure
  • Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management
  • Ability to assess and make effective decisions under pressure in complex situations

Other duties

  • To work positively and inclusively with all colleagues, customers and business partners to promote a workplace that values equality and diversity
  • To adhere to all company policies and procedures as set out in the company

What can we offer you?

Here at Freedom Group, we offer a friendly and inclusive working environment. Joining our team as a complaints handler, you will be offered a competitive basic salary of up to £20,000 and a great range of benefits including private health care, reward and discounts, flexible working environment with the potential for home working to name a few!

If you want to be part of the future of Freedom Group, we want to hear from you!