Complaint Specialist - Remote Role

Ihateironing; Greater London; Remote; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Health & fitness subsidy £20/month

Company bonus scheme

Company pension

Paid accommodation for three weeks of

Subsidised laundry and dry cleaning

Opportunity for progression

Great working environment

Fully remote position

Job summary

ihateironing is seeking a Complaint Specialist to own and resolve customer complaints with empathy and professionalism. You will investigate issues, collaborate with teams, and drive improvements in the customer experience.

The role focuses on resolving complaints, enhancing customer relationships, and maintaining high service standards across a fully remote team. Training in London is provided with travel and accommodation covered.

Qualifications

• Two years’ minimum previous customer care experience.
• Proven experience in complaints management, customer relations, or similar leadership role.
• Excellent communication skills, both phone and written.
• Excellent attention to detail and accuracy.

Responsibilities

• Take ownership of customer complaints and provide fair, timely resolutions.
• Investigate root causes and collaborate with teams to reduce repeat issues.
• Deliver excellent customer service and maintain respectful communication.
• Support training and improvements in the overall customer experience.

Skills

Customer care

Complaints management

Customer relations

Phone support

Attention to detail

Organisational skills

Team player

Time management

Professionalism

Weekend availability

Pressure management

Complaint handling

Problem solving

Job description

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.

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 three 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 year's minimum previous customer care experience
• Proven experience in complaints management, customer relations, or a similar leadership role.
• Enjoys speaking directly with customers over the phone to resolve issues, with strong written communication skills.
• 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

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