Complaints Handler in Belper

About the role

Are you passionate about delivering exceptional customer experiences and turning challenges into positive outcomes? We’re looking for a Complaints Handler to join our team and play a key role in resolving customer concerns with empathy, professionalism, and precision.

Requirements

• Previous experience in customer service or complaint resolution, ideally in a fast‑paced environment.
• Ability to manage multiple cases at once, with strong attention to detail and excellent written and verbal communication skills.
• Level 3 qualification in Customer Service is desirable.
• Familiarity with Microsoft Office and web‑based systems; knowledge of consumer rights or relevant legislation is a bonus.

Responsibilities

• Taking full ownership of customer complaints—seeing each case through from start to successful resolution.
• Investigating issues in depth, using root‑cause analysis and collaborating with internal teams to ensure fair and effective outcomes for both customers and the business.
• Managing a variety of communication channels, including calls, emails, web enquiries, and social media, prioritising workload while maintaining a high standard of service.
• Communicating clearly and professionally, keeping customers and stakeholders informed every step of the way.
• Working closely with the legal team on escalated cases, ensuring all complaints are handled compliantly and accurately.
• Contributing to continuous improvement by sharing insights and feedback with senior colleagues, helping refine processes and enhance the customer journey.

Salary is £29,760 plus bonus.

Working hours are Monday – Friday, shifts between 8am and 5.30pm with an occasional Saturday.

25 days holiday plus Banks.

Amazing benefits package including award‑winning pension scheme, free onsite parking, subsidised private healthcare, ongoing professional development opportunities and a health and well‑being scheme amongst others.

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