Complaint Handler

⭐ Why Join Davies?

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

Benefits

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

• 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

• 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