Complaint Handler at Davies

⭐ 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

Responsibilities

🎯 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.

Skills

🌱 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

Environmental & Social

The Davies Foundation
Local charity funding
Pennies To Heaven
Employee Resource Groups
Employee volunteering programme

Financial Health

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

Mental, Physical & Emotional Wellbeing

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