Complaint Handler

Department: Claims Management

Location: Preston

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+ 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