Complaints Handler

Leatherhead, Surrey (Hybrid model)

Why join us?

Competitive salary in the region of £27,000 per annum [depending on experience]
A workplace pension scheme
Hybrid working, with very occasional collaborative days in our Leatherhead headquarters
25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year (pro rata)
Coaching and mentoring, continual support, and opportunities for internal progression
Support and investment in your personal development
24/7 access to Employee Assistance Programme and Mental Health First Aiders

What we do

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We are a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners- and growing.

We are a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.4 and a Silver Sustainability medal.

The Role

This is an exciting time of growth for us, and we need a Complaints Handler to help us continue this success and support our customers. This is a great opportunity to develop a varied and rewarding career with a company that invests in, recognises and rewards its people.

Reporting to the Complaints Manager, the Complaints Handler will manage the resolution of customer complaints, keeping them informed throughout the process. You’ll be responsible for the investigation, resolution and reporting of customer complaints, gathering appropriate documentation and recording information correctly. You’ll have the opportunity to make recommendations for process improvements to ensure better outcomes for Premium Credit. You'll work as part of a team, managing your own caseload from initial contact through to resolution.

You will also:

Investigate and resolve complaints using defined policies and procedures and with PCL and FOS guidelines.
Action daily and monthly reports
Progress complaints within agreed timescales, recording information relating to the complaint accurately
Conduct root cause analysis to identify trends, suggest process improvements and communicate lessons learnt.
Provide a service that delights the customer, ensuring that they are satisfied with the outcome.

Who we’re looking for

If you’re someone who thrives in a fast-paced, customer-focussed environment, able to work collaboratively with others and are looking to make a difference, this is a brilliant opportunity to advance your career to the next level with our sector-leading company. At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience. You'll have a customer centric approach and the ability to develop rapport with customers and colleagues across the business.

To be considered as our Complaints Handler you will need:

Previous experience within a complaints handling role within a regulated environment
The ability to write bespoke letters and emails, demonstrating an excellent command of spelling and grammar as well as clearly articulating key points of your investigation.
You should be able to listen and understand issues, maintaining accurate details
You’ll be analytical, demonstrating how you can identify trends and improvements
You’re solutions focused
A financial services background would be beneficial to your application, in particular in the area of FCA complaint handling.

The recruitment process

Stage 1: Following your application our recruitment team will compare your application with the requirements listed in the job description to assess your suitability for the role. We’ll contact you with our decision.

Stage 2: If successful, we’ll arrange a Telephone Evaluation call to get to know you and your motivations, tell you more about the role and Premium Credit Limited, and answer any questions you may have. During the call we’ll also ask you to provide work-related examples in response to 2 customer service based questions. This is so that we can assess how you are likely to respond to certain role related situations.

Stage 3: If both you and we agree to continue, we’ll set up a video interview with the Hiring Manager and a representative from HR. Whatever the outcome, we will let you know.

Stage 4: Depending on the role, a successful interview will either result in an offer or a second video interview with a stakeholder from the team.

Complex Customer Issues jobs

Complaints Handler