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- Tasks: Manage complex complaints and conduct thorough investigations to ensure fair outcomes.
- Company: Well-established organisation with a focus on regulated services and customer satisfaction.
- Benefits: Hybrid working, supportive team culture, and opportunities for personal development.
- Other info: Join a small, high-performing team where your contributions truly matter.
- Why this job: Make a real impact on customer experiences while developing your skills in a dynamic environment.
- Qualifications: Experience in handling complaints, strong written communication, and decision-making skills.
The predicted salary is between 35000 - 45000 £ per year.
We’re working with a well-established, regulated-services organisation to recruit a Senior Complaints Specialist into a small, high-performing team. This is a key role within an escalated complaints function, focused on handling complex and sensitive cases that require detailed investigation, sound judgement, and high-quality written responses.
You’ll take ownership of complaints that have not been resolved at first stage, providing an impartial review and working closely with internal stakeholders to ensure fair and consistent outcomes. There will also be opportunities to support on more complex cases and contribute to the wider effectiveness of the complaints function. This role would suit someone who enjoys getting into the detail, making balanced decisions, and having a genuine impact on customer outcomes.
Key responsibilities- Manage complex and escalated complaints from initial review through to final response
- Conduct thorough investigations, reviewing multiple sources of information
- Produce clear, well-structured written responses
- Liaise with internal teams and challenge decisions where appropriate
- Support continuous improvement within the complaints process
- Work collaboratively within a small, supportive team environment
- Proven experience handling complaints or customer escalations
- Ideally from a regulated environment
- Strong written communication skills and attention to detail
- Confident in making decisions and presenting reasoned arguments
- Resilient and able to manage sensitive or challenging situations
- Empathetic approach, particularly when dealing with vulnerable customers
- Comfortable working both independently and as part of a team
- A collaborative and supportive team culture
- A role with real ownership and impact
- Hybrid working with flexibility once established
- Opportunity to develop further within a growing function
Complaints Specialist in Exeter employer: Tribus People Recruitment
Contact Detail:
Tribus People Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Specialist in Exeter
✨Tip Number 1
Network like a pro! Reach out to current or former employees of the organisation you're eyeing. They can give you insider info and maybe even put in a good word for you.
✨Tip Number 2
Prepare for the interview by practising your responses to common complaints scenarios. We all know that being a Complaints Specialist means handling tricky situations, so show them you’ve got the skills to navigate those waters.
✨Tip Number 3
Don’t forget to showcase your writing skills! Bring along examples of your written responses or reports. This will demonstrate your attention to detail and ability to communicate clearly, which is key for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Complaints Specialist in Exeter
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with handling complaints, especially in regulated environments. We want to see how your skills align with the role of a Senior Complaints Specialist!
Showcase Your Writing Skills: Since this role requires high-quality written responses, take the time to craft clear and concise application materials. Use examples that demonstrate your attention to detail and ability to communicate effectively.
Highlight Your Decision-Making Abilities: We’re looking for someone who can make balanced decisions. In your application, share instances where you’ve had to review complex cases and how you arrived at your conclusions. This will show us you’re up for the challenge!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity within our team.
How to prepare for a job interview at Tribus People Recruitment
✨Know Your Complaints Inside Out
Before the interview, make sure you understand the common types of complaints in regulated environments. Familiarise yourself with the processes and regulations that govern complaint handling. This will show your potential employer that you’re not just knowledgeable but also genuinely interested in the role.
✨Showcase Your Investigation Skills
Be prepared to discuss specific examples where you've successfully managed complex complaints. Highlight your approach to conducting thorough investigations and how you gather information from multiple sources. This will demonstrate your attention to detail and sound judgement.
✨Craft Clear Written Responses
Since strong written communication is key for this role, practice articulating your thoughts clearly and concisely. You might even want to prepare a sample response to a hypothetical complaint. This will help you showcase your ability to produce well-structured written responses during the interview.
✨Emphasise Your Empathy and Resilience
When discussing your experience, focus on how you handle sensitive situations, especially with vulnerable customers. Share stories that illustrate your empathetic approach and resilience in challenging circumstances. This will resonate well with the interviewers looking for someone who can genuinely impact customer outcomes.