Complaint Handler

⭐ 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: R eward platform — discounts at 800+ retailers 25 days holiday (rising with service) plus the option to buy 5 extra days Development, 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 Like Managing reportable complaints across all Davies divisions, ensuring every case meets client and company standards Investigating complaint circumstances , collaborating with business units, and assessing whether compensation is appropriate Delivering clear, fair conclusions to customers, clients, senior leaders — and occasionally our CEO for escalated cases Presenting information effectively , ensuring every customer feels heard and respected Championing Fair Treatment of Customers , working within FCA guidelines Supporting colleagues across the Group to ensure complaints are acknowledged correctly Owning key client relationships , ensuring processes are followed and deadlines met Meeting and maintaining KPI targets Tracking root causes , spotting trends, and identifying opportunities for improvement Handling sensitive information with absolute confidentiality This role evolves with the needs of the business, so flexibility and a proactive mindset are key. Knowledge and Abilities: 🌱 Why This Role Matters You’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. Benefits Career & Purpose Davies Innovation Lab Leadership training programme Funding for professional qualifications Thrive at Davies; learning opportunities Environmental & Social The Davies Foundation Local charity funding Pennies To Heaven Employee Resource Groups Employee volunteering programme Financial Health Pension, 5% employee and 5% employer contribution My Choices at Davies provides; High Street discounts and Financial wellbeing hub Life assurance: x4 Refer a Friend Cycle to Work Scheme Lease car salary sacrifice Davies Incentive Plan Enhanced maternity, paternity and adoption pay Mental, Physical & Emotional Wellbeing Wellbeing centre; move, munch, money & mind focus Discounts with 100's of UK retailers EAP; 24/7 confidential helpline 25 days holiday, increases to 26 days after 5 years and 27 after 10 years Flexible working Dress for your day Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan