Complaints Handler

Overview

Complaints Handler - Manchester (Hybrid). Teleperformance certified as great place to work UK in 2025! At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.

Start Dates: Various 2026

• Salary: From £26,442.00 per annum
• Location: Hybrid after training with a minimum of 3 days per week in our Manchester office
• Training: 2 weeks then 2 weeks Grad Bay (onsite)
• Contract: Permanent, Full Time 37.5hrs (must be fully flex)
• Background Checking:
  • Right to Work in the UK
  • Criminal Record Check
  • Credit Check
  • Any other associated checks

Job Profile Summary

As a Complaints Handler, you will be responsible for investigating and resolving customer complaints relating to mobile phone and technology insurance policies. Acting as a key escalation point, you will ensure complaints are handled fairly, thoroughly, and in line with FCA DISP regulations, Complaint Management Policies, and clients’ customer service standards.

This role requires attention to detail, the ability to think outside of the box, problem solving mindset, strong analytical skills, emotional intelligence, and the ability to make balanced, evidence-based decisions while delivering a positive customer outcome.

Job Description

• Manage and resolve customer complaints relating to mobile phone and tech insurance claims, sales, service, claims decisions, general delays, and policy interpretation.
• Conduct detailed investigations by reviewing call recordings, claim notes and decisions, sales and policy documentation, and system data.
• Contact customers via phone and written correspondence to gather information, explain findings, and agree fair resolutions.
• Make justified decisions in line with policy terms, FCA regulations, and Treating Customers Fairly (TCF) principles.
• Issue clear, professional Final Response Letters within regulatory scope.
• Accurately record complaint outcomes, root causes, and actions taken.
• Identify trends and recurring issues, escalating insights to management for process improvement.
• Work collaboratively with claims teams, quality, legal, and leadership to resolve complex cases.
• Ensure all complaint handling meets FCA DISP, data protection, and internal governance requirements.
• Support continuous improvement by contributing to customer experience and compliance initiatives.
• Building case files for all high profile complaints, including executive complaints, regulatory body complaints (Financial Ombudsman Services) and legal complaints

Person Specification

• Exhibit strong communication – clear, empathetic communication with excellent listening and questioning techniques to understand customers’ needs; able to explain complex insurance concepts in plain language.
• Excellent problem solving – proactively resolve issues and customer dissatisfaction or complaints, leveraging quick decision-making skills to offer first-time resolutions.
• Deliver exceptional customer service – identify and address vulnerabilities or special circumstances, showing empathy and professionalism throughout the complaint journey.
• Conversation management – manage challenging interactions calmly and maintain a positive customer experience.
• Adhere to Regulatory standards – comply with FCA, FSMA, GDPR, and related regulatory requirements, as well as internal policies.
• Follow internal guidelines – understand and follow all policies, procedures, and quality assurance measures.
• Exhibit ownership and accountability – take personal responsibility for tasks and deliver timely, correct outcomes.
• Effectively use technology – navigate CRM and claims management systems and standard office software to assist customers in real time.
• Precisely update complaint and case notes, ensuring documentation is complete and compliant. Efficiently multi-task across multiple systems while delivering excellent service.
• Foster continuous improvement – participate in ongoing training and development and suggest process improvements to enhance satisfaction and efficiency.

Essential

• Previous experience in complaints handling, escalations, or customer resolution.
• Experience in a regulated environment (insurance, financial services, utilities, telecoms).
• Strong understanding of customer service best practices.
• Knowledge of FCA DISP rules and TCF principles. Experience writing formal regulatory correspondence.

Desirable

• Familiarity with mobile phone or consumer tech insurance products.
• FOS experience

Values We Look For

• Process Excellence - strive to improve and do things well.
• Collaboration - work well as part of a team.
• Communication - clear and confident written and spoken communication.
• Emotional Intelligence - empathetic and respectful interactions.
• Open-Mindedness - openness to new ideas.
• Critical Thinking - logical decision-making.
• Solution Orientation - forward-thinking problem solving.
• Entrepreneurship - ownership and self-driven attitude.

What We Offer You

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GP, Mental Health, Financial and Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards
• Refer-A-Friend earns up to £1,200
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress
• 28 day annual leave (inclusive of bank holidays), increasing with length of service

Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels. If you receive suspicious communications claiming to be from Teleperformance, disregard them and report the incident. Your security is our priority.

Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles; this may not be possible, and we reserve the right to reject your application.

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