Complaints Handler

Talk Staff Group Limited; Belper CP; On-site; GBP 24,000 - 29,000; Full time

Job summary

A well-established business in Belper is seeking two experienced Complaints Handlers. You will manage customer complaints, investigate issues, and communicate effectively. The ideal candidate has experience in customer service or complaint handling, possesses excellent communication skills, and pays strong attention to detail. The role offers a salary of £28,479 plus bonus, and a supportive working environment with various benefits.

Benefits

Entry‑level pension scheme

Free on‑site parking

Subsidised private healthcare

Ongoing professional development opportunities

Health and wellbeing scheme

Qualifications

• Previous experience in customer service, complaint handling or case management in a fast‑paced environment.
• Excellent written and verbal communication skills.
• Strong attention to detail and calm professional approach.

Responsibilities

• Manage customer complaints across various channels.
• Investigate issues and identify root causes.
• Communicate updates to customers and stakeholders.
• Support the escalation process as needed.

Skills

Customer service experience

Complaint handling

Excellent communication skills

Attention to detail

Problem-solving ability

Microsoft Office proficiency

Education

Customer Service qualification or equivalent

Job description

Job Overview

We're supporting a well-established, forward-thinking business based in Belper, looking to add two experienced Complaints Handlers to their growing team. This is an excellent opportunity to join a company that truly values its people, offering genuine development opportunities and a positive, collaborative working culture.

Responsibilities

• Managing customer complaints across phone, email, and digital channels, ensuring each case is followed through to resolution.
• Investigating issues thoroughly, identifying root causes, and working closely with internal departments to resolve them effectively.
• Communicating clearly and professionally, providing updates to both customers and internal stakeholders.
• Supporting the escalation process when needed and ensuring all cases are handled in line with company policy and relevant legislation.
• Sharing insights and feedback with management to help improve processes and enhance the overall customer experience.

Qualifications

• Previous experience in customer service, complaint handling or case management within a fast‑paced environment.
• Excellent communication skills — both written and verbal — with the confidence to handle sensitive conversations.
• Strong attention to detail, good problem‑solving ability, and a calm, professional approach.
• A solid understanding of Microsoft Office and web‑based systems.
• A qualification in Customer Service or equivalent experience is advantageous, as is knowledge of consumer rights and complaint legislation.

Salary & Working Hours

Salary is £28,479pa plus bonus.

Working hours are Monday - Friday with an occasional Saturday and 1 Bank Holiday per annum.

Benefits

• Entry‑level pension scheme – award winning.
• Free on‑site parking.
• Subsidised private healthcare.
• Ongoing professional development opportunities.
• Health and wellbeing scheme amongst others.