Complaint Specialist - Remote Role

Ihateironing; City Of London; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading laundry service provider is seeking a Complaint Specialist to ensure customer satisfaction by managing complaints effectively. You will work closely with teams and customers to identify root causes and implement solutions. The ideal candidate has at least two years of customer care experience and is expected to be highly detail-oriented. This fully remote position offers great benefits, including training accommodations and a company bonus scheme.

Benefits

Monthly health and fitness subsidy

Company bonus scheme

Company pension

Paid accommodation for training

Subsidised laundry and dry cleaning

Opportunity for progression

Great working environment

Qualifications

• Minimum two years experience in customer care.
• Proven experience in complaints management.
• Ability to handle pressure and prioritize effectively.

Responsibilities

• Handle complaint cases with professionalism and empathy.
• Investigate root causes of complaints.
• Collaborate with teams to reduce repeat issues.

Skills

Customer care experience

Complaints management

Attention to detail

Multitasking

Professionalism

Job description

Overview

Are you passionate about resolving issues and ensuring customers feel heard, valued, and respected? We’re looking for a Complaint Specialist to take ownership of customer complaints, working to deliver fair, timely, and effective resolutions while driving improvements in the overall customer experience.

Responsibilities

As a Complaint Specialist within our customer care department, you’ll handle complaint cases with professionalism and empathy, investigate root causes, and collaborate with teams across the business to reduce repeat issues. You’ll play a vital role in turning challenges into opportunities to build stronger customer relationships.

About ihateironing

We are an exciting, fast-growing and innovative company with big ambitions winning multiple awards. We make busy people\'s lives easier, press a button on our mobile app and someone arrives at your doorstep takes away your dirty laundry and delivers back beautifully cleaned and ironed the next day.

Customer care

is one of the most important aspects of our business. Your role will be an integral part of our successful team. You must have a passion for customer service and will adopt the critical responsibility of ensuring the ihateironing experience is consistently excellent. This is a complex role where you sit between our Customers and Dry Cleaning Partners and you have to troubleshoot and resolve any issues that arise.

There will be a two week training period in London, for which you must be able to attend. Travel and accommodation will be provided.

We pride ourselves on outstanding customer care and we are looking for someone with the following characteristics, skills and experience to join our ever expanding and successful team:

• Two years\' minimum previous customer care experience
• Proven experience in complaints management, customer relations, or a similar leadership role.
• Excellent attention to detail
• Well-organised and punctual
• A reliable and supportive team member
• Multitasking and time management
• Honesty and professionalism in everything you do
• Working hard and weekends when required
• Ability to manage pressure, prioritise effectively, and make sound decisions.
• Handling customer complaints and providing appropriate solutions
• Ability to think on your feet and use your own initiative

Benefits

• £20.00 monthly health and fitness subsidy
• Company bonus scheme
• Company pension
• Paid accommodation for two weeks of training in London
• Subsidised laundry and dry cleaning
• Opportunity for progression
• Great working environment
• Fully remote position
• Work every second weekend