Complaint Handler

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? 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. 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.

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