Complaints Handler / Advisor

Courmacs Legal Limited; Blackburn; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Private Medical Insurance

Free Parking

Company events

Birthday leave

Perkbox store discount

Sick pay

Annual leave progression

Job summary

Courmacs Legal Limited, based in Blackburn, is seeking a Complaints Advisor to handle customer concerns with empathy and professionalism. You will work across teams to resolve escalated complaints and ensure transparent communication with clients and external bodies.

The role emphasizes expertise in complaint handling, stakeholder liaison, and adherence to company policies, with a competitive salary and full-time, office-based arrangement.

Qualifications

• Experience in handling customer complaints and resolving issues empathetically.
• Excellent written and verbal communication skills.
• Understanding of complaint management processes and related policies.

Responsibilities

• Take ownership of customer concerns and listen actively to find solutions.
• Manage escalated complaints with focus on fairness and efficiency.
• Communicate decisions clearly to customers and colleagues.

Skills

Customer service

Complaint handling

Communication

Analytical skills

Policy knowledge

Stakeholder management

MS Office

Complaint management software

Tools

Microsoft Office

Complaint management systems

Job description

We are a leading solicitor’s firm based in Blackburn, dedicated to providing exceptional legal services to clients nationwide. With a team of experienced professionals, we specialise in handling claims across various service areas, helping individuals and businesses retrieve compensation for financial mis-selling and consumer issues.

Job Summary

As a Complaints Advisor, you won’t just be answering calls and emails; you’ll be at the heart of ensuring our customers feel heard, valued, and respected. Your ability to handle complex complaints with empathy and professionalism will be key in helping us maintain high levels of customer satisfaction and continually refine our services.

Key Responsibilities

• Customer Engagement: Take ownership of customer concerns by actively listening and understanding their issues, working collaboratively to find solutions that exceed expectations.
• Complaint Resolution: Manage escalated complaints with a focus on fairness and efficiency, ensuring informed decisions are made and outcomes are equitable for all parties involved.
• Clear Communication: Use your exceptional verbal and written communication skills to explain decisions clearly and effectively, maintaining transparency and trust in every interaction with both customers and colleagues.
• Cross-Team Collaboration: Work closely with internal teams to ensure timely and efficient responses to customer issues, ensuring that customer satisfaction remains our top priority.
• Expertise in Complaint Handling: Serve as a knowledgeable resource on best practices in complaints management, offering guidance to colleagues and identifying areas for improvement within the company.
• External Stakeholder Management: Liaise with key external bodies such as the Legal Ombudsman and the Solicitors Regulation Authority, ensuring that Courmacs Legal’s service is represented professionally and in accordance with industry standards.
• Proven Experience: Strong background in handling customer complaints, with a focus on resolving complex issues empathetically and efficiently.
• Outstanding Communication: Demonstrated ability to communicate clearly and confidently, both verbally and in writing, ensuring customers and colleagues understand decisions and actions taken.
• Knowledge of Policies: A solid understanding of complaint management processes and the ability to follow policies and procedures effectively.
• Problem-Solving Mindset: Ability to think critically, handle change with flexibility, and seek continuous improvements in both your approach and the company’s complaint resolution processes.
• Analytical Skills: Capability to analyse customer feedback, spot emerging trends, and contribute to strategic improvements that enhance the overall customer experience.
• Technical Proficiency: Comfortable using complaint management systems, Microsoft Office, and other contact management platforms.

Why Join Us?

At Courmacs Legal, we value the contributions of every team member and offer a supportive and dynamic work environment. As a Complaints Advisor, you’ll have the opportunity to make a tangible difference, helping us evolve and grow through every customer interaction.

• A supportive and collaborative working environment.
• Competitive salary based on experience.
• Opportunities for professional development and growth within the company.
• 23 days of annual leave, plus bank holidays.
• Company sick pay
• Free Parking
• Option to purchase additional annual leave
• Private Medical Insurance
• Access to store discount via Perkbox
• 2x company events per year
• From £28,000 upwards, dependent on experiance
• From £28,000 upwards, dependent on experiance
• Contract Type:
• Permanent
• Office Based
• Working Hours:
• Full-Time

Increasing

Holidays

23 days holiday + bank holidays (increasing each year after first year of service)

Birthday

Off Work

Enjoy a paid day off work for your birthday (within 2 weeks of the date)

Company Social

Events

Summer & Christmas Parties to make friends and unwind

Milestone

Gifts

Receive Milestone gifts when you reach 5, 10, 15 and 20 years of service

Everday rewards with major brands, employee celebration & wellbeing tools

Suggestion

Scheme

Get rewarded with £200 for every idea you suggest that is implemented

Private Healthcare plan & digital GP provided after first year of service

Life

Insurance

Death in service insurance providing a tax-free lump sum worth 3 times your salary

Day-to-day wellbeing & counselling support for you & your family

Holiday

Purchasing

Buy up to 5 additional holiday days per year