Job Overview
We are seeking a dynamic and dedicated Complaints Handler to join our face paced warranty protection and repair service business as we embark on a new chapter of growth! This will be a full time in office based role.
We need our next business owner of complaints to be able to take direct ownership and deliver a fast, fair and consistent level of customer response to each unique level of customer issue, be it over the phone or in writing.
The Role
We are seeking an experienced Complaints Handler to manage customer issues from initial complaint through to resolution. You will be responsible for investigating service issues, communicating outcomes clearly, and ensuring fair, timely and professional resolution of customer concerns.
This role is ideal for someone who is confident handling difficult conversations, resolving service complaints, and working closely with engineers, office teams, and customers to achieve positive outcomes.
Key Responsibilities
- Manage incoming customer complaints via phone, email, and written correspondence
- Investigate service issues including missed appointments, repair delays, workmanship concerns, and billing queries
- Liaise with engineers, service teams, and management to gather facts and resolve issues
- Maintain accurate records of complaints, actions taken, and outcomes
- Ensure all complaints are handled fairly, professionally, and in line with company procedures
- Provide clear written responses confirming outcomes and resolutions
- Identify recurring issues and escalate trends to management
- Support service improvement by feeding back common complaint themes
- De-escalate difficult customer situations and maintain positive relationships
- Ensure all cases are resolved within agreed timeframes
About You
- Previous experience in a complaints handling customer service role
- Confident handling challenging or escalated customer interactions
- Strong written and verbal communication skills
- Highly organised with excellent attention to detail
- Able to investigate issues and make fair, balanced decisions
- Comfortable working in a fast-paced, operational environment
- Experience in repairs, facilities, utilities, or trade services is desirable
Desirable Experience
- Background in appliance repair, engineering services, facilities management or trade services
- Experience dealing with engineer scheduling issues or service disputes
- Understanding of consumer rights and service level expectations
- Experience working in a small-to-medium service business environment
- Ideally has done a telephone sales/service role in the past
Join us in delivering exceptional service that transforms challenges into opportunities! This role offers a vibrant environment where your proactive attitude and skills can truly shine. We believe in supporting our team members’ growth while ensuring every customer feels valued and heard.
Pay: £26,500.00-£28,500.00 per year
Benefits:
Work Location: In person
