Complaints & Customer Relations Lead (Probate)

Get Staffed Online Recruitment Limited; Bristol; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Health Cash Plan

Dental & optical cashback

Employee discounts

Pension scheme

Cycle to work

Employee Assistance Programme

Life assurance

Job summary

Get Staffed Online Recruitment Limited in Central Bristol is seeking a Customer Relations Officer and Complaints Handler. The role covers end-to-end complaint resolution across customers and partners, with a strong emphasis on regulated oversight and quality assurance.

You would own investigations, deliver training, and provide trend MI to reduce future complaints, while supporting cross‑functional teams and safeguarding statutory standards. Hybrid working options are available.

Qualifications

• At least 2 years in a complaints handler or customer resolution role in a fast-paced environment.
• Experience handling complaints or complex queries within a regulated industry (e.g. FCA, SRA, CLC).
• A proven track record of reducing complaint levels and resolving high-level complaints.
• Experience handling complaints within probate, estate administration or bereavement.
• Knowledge of the probate and estate administration process.

Responsibilities

• Taking full ownership of complaints from customers and business partners, resolving them to the highest standard and in line with industry regulations.
• Acting as the visible, approachable first point of contact for colleagues escalating complaints.
• Prioritising high-level complaints and liaising with the Legal Ombudsman on escalated cases.
• Taking ownership of negative customer reviews and feedback, always aiming for a positive resolution.
• Providing trend analysis of complaints and customer feedback to improve training and reduce complaints.
• Working with Service Delivery and their Personal Estate Managers to embed complaints handling best practice.
• Preparing and delivering best practice training to colleagues.
• Conducting file audits, call listening and investigations into quality and standards.
• Collecting weekly client satisfaction questionnaires and presenting trends to senior management.
• Producing MI on trends across all customer review and feedback channels.

Skills

Customer service

Complaint handling

Communication skills

MS Office

Job description

Get Staffed Online Recruitment Limited in Central Bristol is seeking a Customer Relations Officer and Complaints Handler. The role covers end-to-end complaint resolution across customers and partners, with a strong emphasis on regulated oversight and quality assurance.

You would own investigations, deliver training, and provide trend MI to reduce future complaints, while supporting cross‑functional teams and safeguarding statutory standards. Hybrid working options are available.