Complaints Handler

Hairby Zindzi; Peacehaven; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Birthday off

Barista bar with teas and coffees

Great working environment

Job summary

Hairby Zindzi in the United Kingdom is seeking a confident Case Handler to own and resolve customer complaints from start to finish, balancing customer outcomes with cost and regulatory requirements. You will investigate using internal and external systems, communicate clearly with customers and dealers, and ensure each case progresses promptly while adhering to FCA DISP timeframes.

We offer a competitive salary, a welcoming team, and opportunities for progression, plus a birthday off and

Qualifications

• Strong customer service and relationship-building skills are required.
• Excellent investigative and analytical abilities to assess cases strategically.
• Organised with strong time-management and multitasking capabilities.
• Clear written and verbal communication, plus negotiation skills and accountability.

Responsibilities

• Take full ownership of complaints from allocation through to resolution.
• Manage customer and dealer communication, including difficult conversations.
• Investigate complaints using internal and external systems.
• Assess each case strategically considering customer impact, cost and risk.
• Produce clear, professional written communications and final response letters.
• Ensure complaints are managed within FCA DISP timeframes.
• Manage personal case pipeline, prioritising oldest cases first.
• Proactively progress cases and identify the next action.

Skills

Customer service

Relationship building

Difficult conversations

Investigative ability

Analytical thinking

Organisation

Time management

Multitasking

Problem solving

Communication

Negotiation

Attention to detail

Resilience

Job description

We’re looking for a confident, organised and commercially‑minded **Case Handler** to take ownership of customer complaints from initial allocation through to final resolution.

This is a hands‑on role where you’ll manage your own caseload, investigate issues thoroughly, communicate with customers and Wholesalers, and make informed decisions that balance **customer outcomes, business costs and regulatory requirements**.

You’ll need to be comfortable taking ownership, having difficult conversations and keeping cases moving without unnecessary delays.

What You’ll Be Doing

• Take full ownership of complaints from allocation through to resolution
• Manage customer and dealer communication, including challenging conversations
• Investigate complaints using internal and external systems
• Assess each case strategically, considering customer impact, cost and risk
• Produce clear, professional written communications and final response letters
• Ensure complaints are managed within *FCA DISP timeframes
• Manage your personal case pipeline, prioritising cases from oldest to newest
• Proactively progress cases and identify the next action required

How You’ll Work

We’re looking for someone who doesn't wait to be chased.

You’ll take ownership of your cases, stay organised and keep things moving. You’ll be expected to think strategically, make sensible decisions and find solutions while maintaining a strong focus on customer outcomes and compliance.

About You

You’ll ideally have:

• Strong customer service and relationship‑building skills
• Confidence handling difficult or sensitive conversations
• Strong investigative and analytical ability
• Excellent organisation and time‑management skills
• The ability to manage multiple cases and competing priorities
• A practical and commercially aware approach to problem‑solving
• Confidence making decisions and taking accountability for outcomes

What We Offer

As well as a competitive salary, you’ll have access to:

• A great working environment
• Your birthday off
• Free barista bar with complimentary teas and coffees
• Excellent career progression opportunit Ready for Your Next Move?

If you're someone who enjoys solving problems, taking ownership and getting cases over the line, we'd love to hear from you.

Key Competencies

• Ownership & Accountability
• Strategic Thinking
• Resilience
• Attention to Detail
• Negotiation Skills
• Problem Solving
• Communication