Hours: 9am to 5:30pm Monday to Friday
This role is available for both Remote and or Hybrid working
Hello, we're UW
We’re a bunch of great people working together, solving problems and having fun. Together, we strive to find solutions to help the great people around us get on with the things that really matter in life.
How? It’s simple, we take the headache out of essential home services by providing them all in one place – energy, broadband, mobile, and even insurance. That’s one provider, one account, one bill, and lots of savings.
We’re a truly unique FTSE 250 company with a business model that has real social impact at the heart of it. Being a part of the UW community you’ll join a working environment like no other - one where everyone matters - be it our customers, our partners or you, our people.
About the role
Reporting to the Complaints and Governance Lead, the FS Complaints Handler role sits within the FS Operations 1st line control team and is responsible for handling FS complaints where a First Time Resolution has not been possible, ensuring that information provided by the complainant is investigated. You’ll make the difference in turning a negative experience into a positive outcome for the regulated customer.
What you’ll do
- Handling regulated customer complaints in accordance with our internal Complaints Handling Policy and Procedures to expected quality standards and timescales
- Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation
- Using your initiative as well as information resources available, to provide the best outcome for the customer
- Communicating effectively over the phone and ensuring that all written communication with the complainant meet the required quality and meets expected standard set by both UW and the regulator
- Making sure the voice of the customer is always heard by actively identifying root causes of customer/client concerns and complaints and capturing accurate information
- Responsible for owning any FOS file requests, ensuring the file is completed to a high standard. The file should be fully complete and returned to FOS within the agreed timescales
About you
- Highly motivated and proactive, with experience in regulated financial services, you have a proven track record of working with and handling complaints
- Experience of interpreting and applying legislation to particular situations to reach a fair outcome for the complainant is desirable
- You always seek to understand the impact of actions on the customer and to deliver fair outcomes and have the ability to respond to regulated complainants in a sensitive and understanding manner
- You have strong organisational and prioritisation skills to manage multiple customer cases, in a fast-paced environment
- Excellent customer service skills with the ability to communicate to a high standard, both verbally and in writing
- You demonstrate strong attention to detail and deal with customer cases accurately
- You are resilient, with the ability to remain calm under pressure
What’s in it for you
Join a high growth FTSE 250 business with an ambition to grow our customer base to over 1 million over the next 4 years. Help us achieve our ambitions whilst learning and having fun. Become part of a fantastic business culture where people really are at the heart of everything we do.
- Huge opportunities for exposure & development as we scale up
- Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth
- Competitive salary including share options
- 25 days holiday plus Bank Holidays
- Life Insurance up to 4 x your salary
- Discounted healthcare & medical cash plans
- A free virtual GP service
- Private pension scheme
- Share options and Save As You Earn Scheme
- A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, virtual fitness classes and wellness tools
- Discounted UW services (30% mobile & broadband, 10% energy & insurance)
- A UW cashback card - earning you cashback on all your spending!
Apply here!
If you think this is the role for you and want to be part of UW’s extraordinary growth, apply now.
We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation.
Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.