Complaints Handler

Confidential; Blackburn; On-site; GBP 27,000 - 35,000; Full time

Benefits offered by this job

Private healthcare

Pension scheme

Life assurance

Bonus scheme

On-site parking

Career development

Wellbeing programme

Birthday leave

Company events

Job summary

Confidential in Blackburn is seeking a Complaints Handler to resolve customer concerns and ensure a high standard of service in a regulated environment. You will manage a caseload, investigate issues, and work with colleagues to deliver fair outcomes.

The role offers a salary up to 35,000, 9am-5pm, with a comprehensive benefits package and opportunities for career development.

Qualifications

• Experience handling customer complaints or escalations.
• Experience in customer service, claims or contact centre environments.
• Strong verbal and written communication skills.
• Good organisational skills and ability to manage own workload.
• Desirable: knowledge of legal/financial services or claims environments.
• Desirable: awareness of regulatory requirements (SRA/FCA).

Responsibilities

• Handle customer complaints and escalated queries with professionalism and sensitivity.
• Speak with customers by telephone and email to understand concerns and provide solutions.
• Manage a varied caseload with timely progress and deadlines.
• Investigate complaints by reviewing information and case records to determine actions.
• Update customer records with interactions, actions and outcomes.
• Work within company procedures and standards in a regulated environment.
• Identify recurring issues and trends in complaints and feedback.
• Collaborate with colleagues across teams to maintain high service standards.

Skills

Complaint handling

Customer service

Communication (verbal)

Communication (written)

Time management

Job description

Looking for a great career move in customer services, helping customers resolve their concerns while making sure they receive the highest standard of service?

Based in modern offices in the centre of Blackburn, this is an opportunity to join a successful and expanding business as a Complaints Handler. You'll deal with customer complaints, queries and escalated issues, making sure each one is handled professionally, fairly and with the right level of care.

With a salary of up to 35,000 and an excellent benefits package, this role offers the chance to use your customer service and problem-solving skills in a professional, regulated environment, while developing your knowledge and building a genuine long-term career.

What will you be doing as a Complaints Handler?

• Handling customer complaints and escalated queries, making sure each matter is dealt with professionally and sensitively
• Speaking with customers by telephone and email to understand their concerns and provide solutions
• Managing a varied caseload, ensuring complaints are progressed and deadlines are met
• Investigating complaints, reviewing information and case records to establish what has happened and what action is needed
• Updating of customer records including interactions, actions taken and outcomes
• Working within company procedures and the standards expected within a regulated environment
• Identifying recurring issues and trends in complaints and customer feedback
• Working closely with colleagues across other teams to help maintain high standards of customer service

What's in it for you?

• A salary of 27,000 to 35,000, depending on experience
• 23 days' holiday plus bank holidays, increasing over time to 30 days
• An extra day off for your birthday
• The option to buy additional holidays
• Private healthcare after one year's service
• Pension scheme
• Life insurance worth three times your annual salary
• Bonus scheme based on company performance
• Long-service awards and milestone gifts
• Perkbox rewards scheme
• Company events
• Free on-site parking
• Wellbeing programme
• Rewards of up to 200 for suggestions that help improve the business
• Excellent opportunities for career development and professional qualifications

Why would you join this company?

You'll be joining a successful and expanding business where customer care, quality and compliance are important. As a Complaints Handler, you'll have the opportunity to make a real difference to customers, helping resolve their concerns while ensuring they receive a professional and positive experience.

It's a role where you'll be trusted to take ownership of your caseload and use your judgement, working closely with colleagues across the wider business. As the company continues to grow, there are also genuine opportunities to develop your skills and progress your career.

What we’re looking for:

• What's essential:
• Previous experience handling customer complaints, escalations or complex customer queries
• Experience working in a customer service, claims or contact centre environment
• Confident communicating with customers by telephone and email
• A professional and empathetic approach when dealing with difficult or sensitive situations
• Strong verbal and written communication skills
• Good organisational skills and the ability to manage your own workload and caseload
• What's helpful but not essential:
• Experience within a legal, financial services or claims environment
• An awareness of SRA regulatory requirements and/or FCA Consumer Duty

The Essentials:

Salary: 27,000 to 35,000
Hours: 9am-5pm Monday to Friday (30 minutes lunch)
Location: Blackburn town centre
Job type: Permanent