Complaints Advisor

Stepchange; Ledston; On-site; GBP 26,000 - 32,000; Full time

Job summary

Stepchange is seeking a Complaints Advisor to listen to, investigate and resolve customer complaints with fairness and care. The role involves gathering information, explaining decisions clearly, and applying regulatory requirements while ensuring clients feel heard and understood.

You will help identify common themes, contribute to service improvements, and work with colleagues across the charity to enhance the client experience.

Qualifications

• Proven experience handling customer complaints and escalations.
• Strong investigative and problem-solving skills.
• Excellent written and verbal communication.
• Ability to stay fair, objective and calm under pressure.

Responsibilities

• Investigate and resolve customer complaints fairly.
• Gather information to understand what's happened.
• Make fair decisions based on the facts.
• Communicate clearly with clients in writing and speaking.
• Follow complaint-handling processes and regulatory requirements.
• Identify themes and share insights for service improvements.
• Keep accurate records and meet deadlines.
• Work with teams across the charity to improve client experience.

Skills

Complaint handling

Investigation

Communication

Empathy

Problem solving

Documentation

Job description

Do you have experience handling customer complaints or difficult customer issues?

Can you investigate concerns and make fair, balanced decisions?

Are you a confident and empathetic communicator who puts customers first?

As a Complaints Advisor, you'll play an important role in making sure every complaint is listened to, investigated fairly and resolved with care.

You'll work with clients, colleagues and teams across the charity to understand what's happened, gather the right information, solve problems, and reach fair outcomes. You'll explain your decisions clearly and professionally, helping clients feel heard and understand how you've reached your decision.

You'll also help us learn from complaints by spotting themes, identifying areas for improvement and sharing valuable insights that can help us deliver better experiences and outcomes for our clients.

About the Role

You'll manage a variety of complaints from start to finish, including more complex or sensitive cases.

You'll help resolve immediate concerns to prevent things escalating, gather information, look at the facts and use your judgement to reach fair and balanced decisions. You'll communicate with clients both verbally and in writing, adapting your approach to their individual circumstances.

You'll ensure complaints are handled accurately and within the appropriate timescales, following our processes and relevant regulatory requirements.

What You'll Be Doing

Day to day, you'll:

• Investigate and resolve customer complaints fairly.
• Gather information to understand what's happened.
• Make fair and balanced decisions based on the facts.
• Speak with clients and handle sensitive conversations with care.
• Write clear and easy-to-understand complaint responses.
• Manage a range of complaints, including complex cases.
• Keep accurate records and ensure deadlines are met.
• Follow complaint-handling processes and regulatory requirements.
• Identify common themes and areas for improvement.
• Share feedback and knowledge with colleagues.
• Work with teams across the charity to improve the client experience.

About You

You'll be passionate about delivering great customer service and doing the right thing for clients.

You'll be comfortable asking questions, looking at different pieces of information and using your judgement to reach the right outcome. As complaints can sometimes involve difficult or emotional circumstances, you'll know how important it is to communicate with empathy, patience and professionalism.

You'll also be organised, confident managing different priorities and comfortable working with colleagues across the charity to find solutions.

You will bring:

• Experience handling customer complaints, escalations or complex customer issues.
• Strong investigation and problem-solving skills.
• Excellent written and verbal communication skills.
• The ability to make fair and balanced decisions.
• A caring and empathetic approach to customer service.
• Confidence handling difficult or sensitive conversations.
• Good attention to detail.
• Strong organisation and time management skills.
• The ability to stay calm and objective when faced with challenging situations.
• A collaborative approach and the ability to build positive working relationships.
• A willingness to learn from customer feedback and help improve our services.

An understanding of Treating Customers Fairly, complaint root cause analysis or complaint-handling requirements would also be valuable.

Equality, Diversity and Inclusion

Belonging is central to who we are. We're committed to building a workforce that reflects the clients we support and creating a culture where everyone feels valued and able to be themselves.

We welcome applications from people of all backgrounds and life experiences. If you need a reasonable adjustment during the recruitment process so you can perform at your best, just let us know, we're here to support you.