Complaints Handler - Hybrid

Salary: £25,506 plus average bonus earning potential of £3,000 per annum

Hours: 37.5 hours per week on a rotational shift pattern between the hours of 8am - 6pm, Monday to Friday

Location: Hybrid - city centre Nottingham office

th September 2026

We're recruiting on behalf of the UK's leading specialist provider of appliance care and protection. With over 100 years of experience, our client supports more than 6 million subscription customers, protects over 20 million appliances, and provides peace of mind to around one in three UK homes.

Right now, we're recruiting Complaints Handlers for a role that offers great work life balance, working from the office and at home and with comprehensive training: (2 weeks Mon-Fri: 9am - 5:30pm).

As a call handler in our Complaints team, you'll be a key point of contact for customers with insurance and or service-related complaints. Day-to-day you'll look to understand, address and resolve complaints whilst treating customers fairly and adhering to FCA guidelines.

The experience and skills you need

If you have telesales, complaints, retentions or telemarketing experience and would like to create a long-term career within a call-centre environment, apply today to find out more.

• Complaints or retentions experience, handling issues and complaints all the way through to a successful resolution.
• A driven mindset with strong customer service with a love for hitting targets
• Great communication skills - you're at ease building rapport, listening to customers and demonstrating empathy when needed

Hybrid requirements

• On-site final stage assessment on Wednesday 19

th August.

• Office training schedule: Week 1: Mon & Tue will be in office. Wed-Fri from home. Week 2: Mon and Tues at home, Wed-Fri in office.

How you'll be rewarded

• 33 days' annual leave (including bank holidays) - Additionally the option to buy 5 extra days each year
• Investment in your career - Development through ongoing coaching and clearly defined progression opportunities
• Health and Wellbeing - Discounted gym membership, help towards dental, optical, and physiotherapy costs
• Pension scheme - Matched employer contributions up to 5% of basic salary
• Life assurance - Employer funded cover of 4x basic salary
• Employee assistance programme - Free support for physical & mental health, financial assistance and more

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.