Case Handler: Customer Complaints & Resolution Expert

Hairby Zindzi; Peacehaven; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Birthday off

Barista bar with teas and coffees

Great working environment

Job summary

Hairby Zindzi in the United Kingdom is seeking a confident Case Handler to own and resolve customer complaints from start to finish, balancing customer outcomes with cost and regulatory requirements. You will investigate using internal and external systems, communicate clearly with customers and dealers, and ensure each case progresses promptly while adhering to FCA DISP timeframes.

We offer a competitive salary, a welcoming team, and opportunities for progression, plus a birthday off and

Qualifications

• Strong customer service and relationship-building skills are required.
• Excellent investigative and analytical abilities to assess cases strategically.
• Organised with strong time-management and multitasking capabilities.
• Clear written and verbal communication, plus negotiation skills and accountability.

Responsibilities

• Take full ownership of complaints from allocation through to resolution.
• Manage customer and dealer communication, including difficult conversations.
• Investigate complaints using internal and external systems.
• Assess each case strategically considering customer impact, cost and risk.
• Produce clear, professional written communications and final response letters.
• Ensure complaints are managed within FCA DISP timeframes.
• Manage personal case pipeline, prioritising oldest cases first.
• Proactively progress cases and identify the next action.

Skills

Customer service

Relationship building

Difficult conversations

Investigative ability

Analytical thinking

Organisation

Time management

Multitasking

Problem solving

Communication

Negotiation

Attention to detail

Resilience

Job description

Hairby Zindzi in the United Kingdom is seeking a confident Case Handler to own and resolve customer complaints from start to finish, balancing customer outcomes with cost and regulatory requirements. You will investigate using internal and external systems, communicate clearly with customers and dealers, and ensure each case progresses promptly while adhering to FCA DISP timeframes.

We offer a competitive salary, a welcoming team, and opportunities for progression, plus a birthday off and