Position: Complaints Team Leader
Role type: Permanent
Salary: £28,500 per annum plus discretionary annual bonus
Hours: Full time (37.5 hours per week)
Location: Hybrid contract, located within the Bedworth & Nottingham area
Closing Date: Monday 9th December
Shift patterns between the following:
- Monday to Friday – 08:00 – 18:00
We are now excited to be recruiting a Team Leader for the Complaints Team.
About the role:
Working in our Complaints department you will support a team of Complaints Handlers who are a key point of contact for customers with insurance and / or service-related complaints. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.
You will support your team in engaging with our customers to understand, address and resolve issues whilst adhering to treating customers fairly principles and FCA guidelines.
You’ll enjoy working in a fast-paced, vibrant and rewarding role alongside a brilliant and hard-working team.
The role will be hybrid, working 37.5hrs per week on a rotational shift pattern between 8am and 6pm, Monday – Friday.
Key responsibilities:
- Managing team performance
- Collaborate with peers and key stakeholders to share knowledge and ideas across the business
- Leading and promoting team moral and driving engagement within the team and department
- Take responsibility to manage all people related issues, clearly communicating the expectations of your team
- Carrying out company procedures, such as formal HR meetings and formal conversations.
About you:
- Previous experience in a Customer service / Complaints
- An understanding of the FCA regulatory process for the insurances sector
- You will have strong coaching ability and be able to develop team members
- You will have excellent time management and prioritisation skills
- You will be confident and able to lead and present in meetings
- Passionate about providing excellent customer service and the best resolution for our customers
Working for us, works for you:
- Comprehensive training with clearly defined career progression opportunities
- Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Pension scheme – matched employer contributions up to 5% of basic salary
- Life assurance – employer funded cover of 4x basic salary
- Employee discounts – Free Sky TV package and discounted mobile packages, together with a range of discounts for 100s of online and high street retailers
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.