Complaint Handler

Davies
United Kingdom
Workplace: HybridFull timeFunction: Data Science & Machine LearningSkills: ["Communication","Empathy","Judgement","Problem-solving","Confidentiality"]

Serve as the central point of contact for internal and external customers handling reportable complaints across Davies divisions. You’ll investigate complaint circumstances, collaborate with business units to determine outcomes and whether compensation is appropriate, and provide clear, fair resolutions aligned with FCA guidelines. The role requires accurate tracking of KPIs and trends, confidentiality for sensitive information, and delivering consistent, empathetic communication to customers, clients, and senior leaders.

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Davies
Davies
2 days ago

Complaint Handler

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Serve as the central point of contact for internal and external customers handling reportable complaints across Davies divisions. You’ll investigate complaint circumstances, collaborate with business units to determine outcomes and whether compensation is appropriate, and provide clear, fair resolutions aligned with FCA guidelines. The role requires accurate tracking of KPIs and trends, confidentiality for sensitive information, and delivering consistent, empathetic communication to customers, clients, and senior leaders.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning

Key Responsibilities

  • •Manage reportable complaints across Davies divisions, ensuring cases meet client and company standards.
  • •Investigate complaint circumstances, collaborate with business units, and assess whether compensation is appropriate.
  • •Deliver clear, fair conclusions and effectively present information so customers feel heard and respected.
  • •Champion fair treatment of customers in line with FCA guidelines and support colleagues across the Group to ensure correct acknowledgement of complaints.
  • •Own key client relationships, track root causes and trends, meet KPI targets, and identify improvement opportunities.

Pay and Benefits

Perks:PensionLife AssurancePaid LeaveEapDentalLease Car

Key Requirements

  • •Be calm, organised, and customer-focused, with strong communication and judgement when resolving complaints.
  • •Investigate complaint circumstances and collaborate with business units to determine appropriate outcomes and compensation where applicable.
  • •Deliver clear, fair conclusions to customers and clients, including for escalated cases.
  • •Work in line with FCA guidelines and ensure complaints are acknowledged correctly and processed within deadlines.
  • •Handle sensitive information with absolute confidentiality while meeting and maintaining KPI targets.
Skills:CommunicationEmpathyJudgementProblem-solvingConfidentiality

Company Brief

Davies
Davies is a specialist professional services and technology firm delivering claims, underwriting, and risk solutions to insurers, reinsurers, brokers and regulated businesses globally, with major capabilities in claims management, forensics, and digital transformation.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: City of London, United Kingdom
Founded: 1968
Glassdoor
Glassdoor: 3.8
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