Complaint Handler – Customer Resolution Specialist

About the role

We are looking for a calm, organised and customer‑focused individual to join our Complaints Resolution team in Preston. As the central point of contact for internal and external customers, you will guide them through the resolution of reportable complaints with professionalism, empathy and confidence.

Key responsibilities

• Manage reportable complaints across all Davies divisions, ensuring compliance with client and company standards.
• Investigate complaint circumstances, collaborate with business units and assess appropriate compensation.
• Deliver clear, fair conclusions to customers, senior leaders and, when required, the CEO.
• Present information effectively, ensuring every customer feels heard and respected.
• Champion fair treatment of customers within FCA guidelines and support colleagues across the Group.
• Own key client relationships, follow processes, meet deadlines and achieve KPI targets.
• Track root causes, spot trends and identify improvement opportunities.
• Handle sensitive information with absolute confidentiality.

Required profile

• Strong communication, judgement and problem‑solving abilities.
• Ability to work flexibly and proactively in a fast‑moving environment.
• Commitment to maintaining confidentiality and adhering to regulatory guidelines.

What we offer

• 25 days holiday (rising with service) plus the option to buy 5 extra days.
• Reward platform with discounts at 800+ retailers.
• Professional development, training and funding for qualifications.
• Pension contribution (5% employee, 5% employer) and various wellbeing programmes.
• Hybrid working model and flexible benefits such as cycle‑to‑work, lease‑car salary sacrifice and enhanced parental pay.