Complaint Handler

DCBL; London Borough of Islington; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Monday - Friday schedule (36.5 hours)

Early finish Fridays

Dress Down Fridays

30 days holiday (including Bank Hol id

Employee Assistance Programme

Newly refurbished offices

Free Mersey Gateway bridge pass

Free parking

Free tea and coffee facilities

Free monthly lunch

Job summary

DCBL in London is seeking a proactive Complaint Handler to manage complaints in debt resolution and civil litigation. You will de-escalate concerns by phone, email and letters, delivering fair, professional outcomes and supporting risk and compliance teams.

This role offers a structured, weekday schedule, 30 days holiday, employee assistance and a modern office, with opportunities to contribute to process improvements through quality assurance and root cause analysis.

Qualifications

• Proven experience handling customer complaints or queries in writing and by telephone in a regulated setting.
• Ability to prioritise, manage time effectively and meet deadlines.
• Excellent written English with GCSE Grade C/4 or above in English Language.
• Confident use of Microsoft Office, particularly Excel and Word.

Responsibilities

• Managing day-to-day de-escalation of customer concerns and complaints through inbound and outbound calls, emails and letters.
• Providing clear written outcomes, including bespoke emails and letters, ensuring each complaint is resolved fairly and professionally.
• Identifying trends, themes, and emerging risks with key internal stakeholders.
• Supporting complaint-related projects and initiatives as needed.
• Conducting quality assurance audits of frontline staff to identify learning opportunities and drive improvements.
• Providing timely and constructive feedback to staff.
• Completing root cause analysis on complaints to inform process improvements.
• Acting as a subject matter resource for complaint-related queries across the business.
• Assisting the Complaints Team Manager and Quality Assurance Manager with reporting and ad hoc responsibilities.

Skills

Customer complaints handling

Time management

Written English

Microsoft Office (Excel & Word)

Tools

Microsoft Office

Job description

Complaint Handler – Debt Resolution & Civil Litigation

About the Role

We are looking for a proactive and detail-focused Complaint Handler to join an award-winning, rapidly expanding organisation within the debt resolution and civil litigation environment. In this role, you will be responsible for managing and resolving complaints in a regulated setting, ensuring fair outcomes and maintaining our commitment to excellence, with a "whatever it takes" attitude.

You will play a key role in supporting our risk, compliance, and operational teams, using your strong communication and analytical skills to de-escalate concerns, identify themes, and drive continual improvement. You will also contribute valuable insight through quality assurance audits of frontline staff.

Key Responsibilities

• Managing the day-to-day de-escalation of customer concerns and complaints through inbound and outbound telephone calls, emails and letters.
• Providing clear written outcomes, including bespoke emails and letters, ensuring each complaint is concluded fairly and professionally.
• Identifying and raising trends, themes, and emerging risks with key internal stakeholders.
• Supporting complaint-related projects and initiatives as needed.
• Conducting quality assurance audits of frontline staff to identify learning opportunities and contribute to continuous improvement.
• Providing timely and constructive feedback to support staff development.
• Completing root cause analysis on complaints received to help inform process and service improvements.
• Acting as a subject matter resource for complaint-related queries across the business.
• Assisting the Complaints Team Manager and Quality Assurance Manager with reporting and other ad hoc responsibilities.

Essential Skills & Experience

• Proven experience handling customer complaints or queries by telephone and in writing within a regulated environment.
• Ability to prioritise effectively, manage time well, and work to deadlines.
• Excellent written English with GCSE Grade C/4 or above in English Language.
• Confident use of Microsoft Office, particularly Excel and Word.

Desirable Experience

• Previous experience working within a Complaint Department, ideally in the Consumer Credit, Financial Services or Legal industry.
• Experience writing concise and professional reports for clients, regulators and internal stakeholders.
• Experience conducting trend analysis to identify root causes and improvement opportunities.
• Experience in civil litigation or within an SRA-regulated firm.

Benefits you will receive:

• Monday - Friday schedule (36.5 hours per week - no weekend or evening work)
• Early finish Fridays
• Dress Down Fridays
• 30 days holiday (including Bank Holidays)
• Employee Assistance Programme
• Newly refurbished offices
• Free Mersey Gateway bridge pass
• Free parking
• Free tea and coffee facilities
• Free monthly lunch