Complaint Handler

Description

? Why Join Davies?At Davies, people aren't just part of the business - they are the business. Our value of succeeding together isn't a slogan; it's the way we operate every day. When you join us, you join a community that celebrates collaboration, supports your growth, and recognises the impact you make.You'll be welcomed, supported, and rewarded with a benefits package designed to help you thrive:Reward platform - discounts at 800+ retailers25 days holiday (rising with service) plus the option to buy 5 extra daysDevelopment, training, and professional qualifications to help you grow your career The Role: Be the Voice of Fairness, Clarity & Resolution

We're looking for a calm, organised, customer-focused individual to become a key part of our Complaints Resolution team. In this role, you'll be the central point of contact for internal and external customers, guiding them through the resolution of reportable complaints with professionalism, empathy, and confidence.This is a full-time, permanent opportunity where your communication skills, judgement, and problem-solving abilities will shine.This is a hybrid opportunity to join a growing team in our Preston office

What will your day look like: What Your Day Will Look LikeManaging reportable complaints across all Davies divisions, ensuring every case meets client and company standardsInvestigating complaint circumstances, collaborating with business units, and assessing whether compensation is appropriateDelivering clear, fair conclusions to customers, clients, senior leaders - and occasionally our CEO for escalated casesPresenting information effectively, ensuring every customer feels heard and respectedChampioning Fair Treatment of Customers, working within FCA guidelinesSupporting colleagues across the Group to ensure complaints are acknowledged correctlyOwning key client relationships, ensuring processes are followed and deadlines metMeeting and maintaining KPI targetsTracking root causes, spotting trends, and identifying opportunities for improvementHandling sensitive information with absolute confidentialityThis role evolves with the needs of the business, so flexibility and a proactive mindset are key.

Knowledge and Abilities: Why This Role MattersYou're not just resolving complaints - you're shaping trust. You're the person who turns a difficult moment into a positive experience. You help Davies grow stronger by identifying what we can do better. And you ensure every customer feels valued, respected, and treated fairly.

BenefitsCareer & Purpose

Davies Innovation LabLeadership training programmeFunding for professional qualificationsThrive at Davies; learning opportunitiesEnvironmental & Social

The Davies FoundationLocal charity fundingPennies To HeavenEmployee Resource GroupsEmployee volunteering programmeFinancial Health

Pension, 5% employee and 5% employer contributionMy Choices at Davies provides; High Street discounts and Financial wellbeing hubLife assurance: x4Refer a FriendCycle to Work SchemeLease car salary sacrificeDavies Incentive PlanEnhanced maternity, paternity and adoption payMental, Physical & Emotional Wellbeing

Wellbeing centre; move, munch, money & mind focusDiscounts with 100's of UK retailersEAP; 24/7 confidential helpline25 days holiday, increases to 26 days after 5 years and 27 after 10 yearsFlexible workingDress for your dayInclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriageFlexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan

Ad ID: 5418480289