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. We are looking for a new complaint handler to join the team. The successful candidate will handle and manage a portfolio of complaints adhering to company and industry standards. Investigating each complaint to understand the root cause of the complaint, arriving at a fair and reasonable outcome which is communicated to the customer over the telephone and/or e-mail. Key responsibilities: •The role requires you to handle complaints aged 3 working days or less in accordance with People’s Partnership company process and regulatory requirements, maintaining customer service standards and ensuring that customer/complainant needs are met and exceeded. • Investigate and understand the customer’s complaint, recommending and providing appropriate resolutions, ensuring that all reactive or preventative work is carried out whilst maintaining a full and thorough audit trail. • Produce relevant client and internal correspondence materials as required. • Log complaints accurately and in timely manner. • Calculate and recommend redress, distress and inconvenience payments. • Handle complex and challenging calls. • Provide feedback to team leaders and managers, as appropriate, where employee development needs are identified via complaint information. • Support all business areas with complaint queries and guidance. • Identify and recognise vulnerable customers - and respond appropriately. What we are looking for: • Have an ability to build and establish a prompt rapport with the complainant. • Be able to negotiate successfully with customers and resolve matters to their satisfaction. • Be able to handle a varying and demanding workload that, often, requires bespoke solutions. • Be effective in creating strong connections and networks throughout the business. • Be clear in your communications, both written and verbally. • Have great attention to detail. What you can expect from us: ? Generous pension contributions with an employer contribution of up to 14%? 25 days starting annual leave allowance (rising with service) plus your birthday off? Onsite Parking (in Crawley offices)? Income protection, critical illness cover & death in service insurance? Employee healthcare ? Parental and adoption leave? Learning & development opportunities, paid for professional qualifications and study support? Subsidised restaurant ? Volunteering days and charity payroll giving? Onsite gym? Ride-to-Work scheme? Social clubs and events You can learn more about how we support our employees on our website Disability Statement People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best "you".