Complaints Handler

Love solving problems? Super organised? Someone who can think on their feet and get things done? We want to hear from you!

We're looking for a sharp, resourceful and highly organised individual to join our busy Customer Experience Team.

This isn't your typical customer service role. You'll be managing a varied caseload of customer complaints, investigating what went wrong, finding fair solutions and making sure every case is followed through to completion.

It's a fast-paced role where no two days are the same. You'll need to be confident handling difficult conversations, comfortable making decisions and able to keep multiple cases moving without losing sight of the finer details.

We're looking for someone who doesn't just spot problems but enjoys finding solutions. Someone who can use their initiative, think outside the box and knows when to ask questions and when to get on with the job.

You'll have plenty of support and training, but we're looking for someone who can quickly find their feet, take ownership of their workload and work independently.

About Us:

We're one of the UK's leading removals, storage and furniture hire companies, known for our premium service and high industry standards. As proud members of the British Association of Removers, we take quality seriously, but we also believe in looking after our people.

We're a friendly, hardworking team who enjoy a laugh along the way. We offer company events, free food, free parking and opportunities to develop and progress within the business.

What You'll Be Doing:

• Taking ownership of customer complaints from start to finish, making sure nothing gets missed.
• Investigating issues thoroughly, gathering evidence and finding fair, practical solutions.
• Managing a busy caseload, prioritising effectively and keeping everything moving within agreed timescales.
• Communicating confidently and professionally with customers, clients and internal teams, even when conversations are challenging.
• Making sound, balanced decisions while considering customer satisfaction and financial implications.
• Keeping accurate records, tracking outstanding actions and following cases through to resolution.
• Thinking creatively to solve problems rather than simply passing them on.
• Spotting recurring issues and sharing feedback to help improve our service.

What We're Looking For:

• A natural organiser. You can juggle a busy workload, prioritise what matters and see things through to the end.
• A problem solver. You're resourceful, practical and enjoy finding answers, even when they're not immediately obvious.
• Someone who takes ownership. You don't need someone checking in every five minutes. You're proactive, reliable and get things done.
• A confident communicator. You're professional, articulate and comfortable handling sensitive or challenging conversations.
• An eye for detail. You take pride in accuracy and understand that the little things matter.
• A quick learner. You pick things up quickly, adapt to change and aren't fazed when priorities shift.
• A level head. You can stay calm under pressure, think logically and make sensible decisions.
• A can-do attitude. You're happy to roll up your sleeves, use your initiative and get stuck in.

Previous experience in complaints handling, customer service or a busy administrative role would be an advantage, but we're just as interested in finding someone with the right skills, attitude and ability to learn.

If you're the sort of person who loves a challenge, thrives on being organised and gets real satisfaction from ticking things off your to-do list, we'd love to hear from you!

Working Hours: Monday to Friday, 9am–5pm Salary: £25,000 per annum Job Type: Full-time, Permanent Work Location: In person

Pay: From £25,000.00 per year

Work Location: In person