Care Home Complaints & Resolution Specialist

Bupa; Hawksworth; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Bupa health insurance as a benefit in‑

Enhanced pension contribution

Annual performance-related bonus

Access to Viva wellbeing programme

Flexible working options

Job summary

Bupa is seeking a Customer Complaints Handler to ensure residents, relatives and customers feel heard, supported and treated fairly when concerns are raised. You will drive positive outcomes, support continuous improvement across care homes, and contribute to customer experience and regulatory compliance.

Join a collaborative Risk & Governance team in the UK, handling complaints end-to-end and drafting professional responses while maintaining empathy and professionalism in a fast-paced

Qualifications

• Experience handling customer complaints or resolving complex customer issues in a professional environment.
• Outstanding written and verbal communication skills.
• Good IT skills, including Microsoft Office, and experience using case management or CRM systems would be beneficial.

Responsibilities

• Manage customer complaints from initial receipt through to resolution, ensuring timely, professional and compassionate handling.
• Work closely with operational colleagues across care homes to support thorough investigations and deliver high-quality outcomes.
• Draft detailed, accurate and customer-focused responses to complaints and duty of candour matters.
• Provide guidance and support to colleagues on effective complaint handling and resolution.
• Identify trends, lessons learned and opportunities for service improvement.

Skills

Complaint handling

Customer service

Empathy

Communication skills

CRM systems

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

Bupa is seeking a Customer Complaints Handler to ensure residents, relatives and customers feel heard, supported and treated fairly when concerns are raised. You will drive positive outcomes, support continuous improvement across care homes, and contribute to customer experience and regulatory compliance.

Join a collaborative Risk & Governance team in the UK, handling complaints end-to-end and drafting professional responses while maintaining empathy and professionalism in a fast-paced