Complaint Handler

Department: Claims Management

Location: Preston

⭐ 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:
Reward 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.
This is a hybrid opportunity to join a growing team in our Preston office

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.

Benefits

Career & Purpose

• 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