Compassionate Customer Complaints Specialist | Quality & Risk

Bupa; Leeds; Hybrid; GBP 25,000 - 34,000; Full time

Benefits offered by this job

25 days annual leave

Bupa health insurance

Enhanced pension contribution

Performance bonus (where applicable)

Flexible working options

Job summary

Bupa is seeking a Customer Complaints Handler in Leeds to join the Risk & Governance team. This hybrid role involves managing complaints from receipt to resolution, coordinating with care homes, and drafting customer-focused responses to ensure transparency and quality of service.

The role supports continuous improvement and regulatory compliance, offering excellent benefits and flexible working arrangements. Full-time hours ensure consistent coverage and dedicated handling of customer concerns.

Qualifications

• Outstanding written and verbal communication skills.
• Experience handling customer complaints or resolving complex customer issues.
• Ability to manage sensitive situations with empathy, professionalism and sound judgement.
• Strong organisational skills with the ability to prioritise workload and meet deadlines.

Responsibilities

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

Skills

Written & verbal communication

Complaint handling

Empathy & judgement

Organisational skills

IT skills / CRM familiarity

Education

None

Tools

Microsoft Office

CRM systems

Job description

Bupa is seeking a Customer Complaints Handler in Leeds to join the Risk & Governance team. This hybrid role involves managing complaints from receipt to resolution, coordinating with care homes, and drafting customer-focused responses to ensure transparency and quality of service.

The role supports continuous improvement and regulatory compliance, offering excellent benefits and flexible working arrangements. Full-time hours ensure consistent coverage and dedicated handling of customer concerns.