Complaint Handler

Go.Compare is one of the UK's leading price comparison websites, helping millions of people make smarter financial decisions every year. We provide a fast, transparent, and reliable way to compare a wide range of products and services, from car and home insurance to energy, broadband, and more. Our mission is simple: to empower consumers with the information and tools they need to find the right deals for their needs, saving them both time and money. Backed by innovative technology and a commitment to customer-first thinking, Go.Compare continues to be a trusted partner for households across the UK.

What you'll be doing

As a Complaint Assistant you will ensure that we are able to resolve customer complaints and deliver an excellent customer experience, restoring their faith in the brand. Reporting to the Senior Complaints Manager, you'll demonstrate excellent listening skills and will be able to show empathy to customers via telephone and email. You'll have knowledge of what it is to work in the financial services industry adhering to FCA guidelines and will understand frustrations that customers may have with particular knowledge around insurance products. You will have the ability to build and maintain relationships with key stakeholders. You will need to have excellent attention to detail and investigative skills to get to the root cause of the complaint. You will really succeed in this role if you want the most fair outcome for the customer.

Experience that will put you ahead of the curve

• Great interpersonal skills - you will demonstrate experience handling customer expectations and offering resolutions and will also have phenomenal written communication skills being able to deliver communications over email and letters to customers.
• Adaptability - you'll be able to demonstrate adaptability to cater to different customer needs.
• Customer complaints - you'll have experience of working in a role where your primary focus has been recognising, investigating and resolving customer complaints.
• Problem solving - you'll demonstrate the ability to approach problems logically to ensure the appropriate customer outcome.

What's in it for you

The expected range for this role is £26,500- £29,000.

This is a Hybrid role from our Central Cardiff Office, working three days from the office, two from home

… Plus more great perks, which include;

• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Wellbeing support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level Professional 8

Who are we…

We're Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We've got ambitious plans that further build on our growth momentum and unlock new opportunities – and we're looking for driven people who want to be a part of it!

Our Future, Our Responsibility - Inclusion and Diversity at Future

We embrace and celebrate diversity, making it part of who we are.

Different perspectives spark ideas, fuel creativity, and push us to innovate. That's why we're building a workplace where everyone feels valued, respected, and empowered to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It's not just about what you bring to the table — it's about making sure the table has room for everyone.

Because a diverse team isn't just good for business. It's the Future.

Find out more about Our Future, Our Responsibility on our website.

Your Interview Roadmap ...

• An initial video call with Talent Acquisition
• A In Person 1st Stage Interview at our Cardiff office
• An Assessment Day

*We reserve the right to close the job advert early

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

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