Complaints Handler

About People’s Partnership:

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you'll be doing:

You'll take ownership of a portfolio of customer complaints, ensuring each one is handled with care, professionalism, and in line with both company and industry standards. Your role will involve investigating the root cause of each issue, working towards a fair and reasonable resolution, and clearly communicating outcomes to customers via phone and email. You’ll be the key point of contact for complainants, but also collaborate closely with internal teams to gather insights and ensure a joined-up approach to resolving concerns. Your ability to balance empathy with objectivity will be crucial in delivering a positive experience, even in challenging situations.

Key Responsibilities:

* Investigate and understand the customer’s complaint, recommending and providing appropriate resolutions, ensuring that all reactive or...