B2B Complaints Specialist - Telecom & Tech

Red Recruitment; Cheswick Green; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

33 days holiday

Referral bonus

Employee Assistance Programme

Private Medical Insurance after prob

Enhanced Maternity/Paternity Pay

Pension & benefits

Private medical cover

Discounted health plans

Virtual GP access

Eye care scheme

Training & development

Job summary

Red Recruitment is seeking a dedicated Complaints Handler to manage business customer complaints end-to-end, ensuring professional handling, timely responses, and high customer satisfaction. The role focuses on ownership, investigation, and escalation across telecoms, connectivity, and managed technology services.

The position is a permanent, on-site role in Solihull requiring strong communication, analytical skills, and ITIL awareness, with opportunities for development and enhanced benefits.

Qualifications

• Experience handling complaints or escalations in regulated environments.
• Ability to simplify technical information for customers.
• Strong analytical and investigative problem-solving skills.
• Experience working with multiple departments to achieve outcomes.
• Calm, professional, customer-focused under pressure.

Responsibilities

• Take ownership of customer complaints from receipt to final resolution.
• Acknowledge complaints within agreed SLAs and set expectations.
• Investigate by gathering information from systems, records, and feedback.
• Collaborate with technical/operational teams to identify issues and resolutions.
• Identify root causes and support corrective actions and prevention.
• Prepare clear written responses translating technical details for customers.
• Provide structured resolution plans with actions and timescales.
• Maintain records of cases and outcomes for reporting/audit.

Skills

Complaint handling

Escalations

Customer resolutions

Analytical skills

ITIL awareness

Stakeholder management

Education

ITIL Foundation certification

Tools

ServiceNow

Freshservice

Job description

Red Recruitment is seeking a dedicated Complaints Handler to manage business customer complaints end-to-end, ensuring professional handling, timely responses, and high customer satisfaction. The role focuses on ownership, investigation, and escalation across telecoms, connectivity, and managed technology services.

The position is a permanent, on-site role in Solihull requiring strong communication, analytical skills, and ITIL awareness, with opportunities for development and enhanced benefits.