Complaints Handler

Red Recruitment; Cheswick Green; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

33 days holiday

Referral bonus

Employee Assistance Programme

Private Medical Insurance after prob

Enhanced Maternity/Paternity Pay

Pension & benefits

Private medical cover

Discounted health plans

Virtual GP access

Eye care scheme

Training & development

Job summary

Red Recruitment is seeking a dedicated Complaints Handler to manage business customer complaints end-to-end, ensuring professional handling, timely responses, and high customer satisfaction. The role focuses on ownership, investigation, and escalation across telecoms, connectivity, and managed technology services.

The position is a permanent, on-site role in Solihull requiring strong communication, analytical skills, and ITIL awareness, with opportunities for development and enhanced benefits.

Qualifications

• Experience handling complaints or escalations in regulated environments.
• Ability to simplify technical information for customers.
• Strong analytical and investigative problem-solving skills.
• Experience working with multiple departments to achieve outcomes.
• Calm, professional, customer-focused under pressure.

Responsibilities

• Take ownership of customer complaints from receipt to final resolution.
• Acknowledge complaints within agreed SLAs and set expectations.
• Investigate by gathering information from systems, records, and feedback.
• Collaborate with technical/operational teams to identify issues and resolutions.
• Identify root causes and support corrective actions and prevention.
• Prepare clear written responses translating technical details for customers.
• Provide structured resolution plans with actions and timescales.
• Maintain records of cases and outcomes for reporting/audit.

Skills

Complaint handling

Escalations

Customer resolutions

Analytical skills

ITIL awareness

Stakeholder management

Education

ITIL Foundation certification

Tools

ServiceNow

Freshservice

Job description

Complaints Handler

Red Recruitment is recruiting an Complaints Handler to join our client, a leading provider of telecommunications, connectivity, and managed technology solutions.

As a Complaints Handler, you will take ownership of business customer complaints and escalations from initial receipt through to resolution, ensuring concerns are handled professionally, fairly, and within agreed service levels while delivering an exceptional customer experience.

This is a Business to Business Complaints role.

Benefits & Package for an Complaints Handler:

• Salary: £30,000 per annum
• Hours: Monday - Friday, 9am - 5:30pm
• Contract: Permanent
• Location: Solihull
• 33 days holiday (including Bank Holidays)
• Referral Bonus - Recommend a friend
• Employee Assistance Programme
• Private Medical Insurance after probation
• Enhanced Maternity and Paternity Pay
• Salary sacrifice schemes including pension, cycle to work, and electric car leasing
• Private medical cover
• Discounted health plans
• Virtual GP access
• Eye care scheme
• Ongoing training and development opportunities

Key Responsibilities of an Complaints Handler:

• Take ownership of customer complaints from initial receipt through to final resolution, ensuring accountability throughout the entire process
• Acknowledge complaints within agreed service levels and set clear expectations regarding timelines and next steps
• Conduct detailed investigations by gathering information from internal systems, service records, customer interactions, and stakeholder feedback
• Work closely with technical and operational teams to identify issues, validate findings, and agree appropriate resolutions
• Identify root causes and support the implementation of both immediate corrective actions and long-term preventative measures
• Prepare clear and professional written responses, translating technical information into customer-friendly language
• Provide structured resolution plans, including corrective actions, timescales, and service recovery solutions where appropriate
• Maintain accurate records of complaint cases, actions taken, and outcomes for reporting and audit purposes
• Act as an escalation point for complex customer issues, including service disruptions, contractual disputes, and high-priority complaints
• Manage customer expectations through regular communication and proactive updates
• Support senior stakeholders by preparing case summaries, timelines, and briefing information for complex complaints
• Collaborate with internal teams to ensure complaint resolution activities are prioritised and delivered effectively
• Identify trends, risks, and opportunities for service improvement through complaint analysis and reporting
• Ensure complaint handling activities comply with relevant regulations, contractual obligations, and internal policies
• Deliver a positive customer experience that helps rebuild trust and confidence, even in challenging situations

Key Skills and Experience of an Complaints Handler:

• Previous experience handling complaints, escalations, or customer resolutions within a regulated industry
• Excellent written communication skills with the ability to simplify complex or technical information
• Strong analytical, investigative, and problem-solving abilities
• Experience working across multiple departments to achieve successful customer outcomes
• Ability to remain calm, professional, and customer-focused when managing challenging situations
• Strong stakeholder management and relationship-building skills
• Excellent organisational skills with a high level of attention to detail
• Experience within telecommunications, managed services, IT services, or a similar technical environment is advantageous
• Knowledge of ITIL principles, including Incident, Problem, and Service Management, is desirable
• Experience using ServiceNow, Freshservice, or other IT service management platforms is beneficial
• ITIL Foundation certification is desirableIf you have the relevant skills and experience required for this Complaints Handler role and are interested in joining a growing organisation,