Complaints handler - Written

Brook Street; Watford; On-site; GBP 23,000 - 28,000; Full time

Job summary

A customer service firm in Watford is seeking a Written Complaints Handler to effectively resolve customer issues with professionalism and empathy. The role offers a full-time 6-month contract, hybrid working after training, and focuses on delivering excellent customer experiences through clear communication. Ideal candidates will have proven complaint handling experience and strong written skills.

Qualifications

• Proven experience in complaint handling and customer correspondence.
• Exceptional written communication skills with empathy.
• Awareness of regulated business standards.

Responsibilities

• Investigate and resolve customer complaints thoroughly.
• Produce high-quality written correspondence.
• Identify customer requirements to resolve queries.

Skills

Complaint handling

Written communication

Customer advocacy

Team collaboration

Microsoft Office Suite

Job description

Complaints Handler (Written)

Location: Watford (Hybrid - 2 days from home after training)

Salary: Up to £28,000 pro rata

Contract: Full-time, 6 month FTC with potential to be extended

Are you an excellent communicator with a passion for delivering fair outcomes and great customer experiences? We’re looking for a Written Complaints Handler to join our team in Watford. This is an exciting opportunity to play a key role in resolving customer issues with professionalism, accuracy, and empathy.

Key Responsibilities

• Investigate and resolve customer complaints thoroughly and fairly, ensuring all outcomes are accurate, compliant, and in line with company and regulatory standards.
• Produce clear, high‑quality written correspondence that reflects the company’s values and tone of voice.
• Identify customer requirements and work to resolve retail and player queries, including account issues, customer enquiries, and system‑related matters.
• Escalate complex or contentious issues to the appropriate business areas.
• Carry out ad‑hoc data entry and administrative tasks as required.
• Participate in training sessions to maintain and develop your knowledge.
• Act as a brand ambassador, promoting the company positively while meeting performance targets (KPIs).

What Experience We’re Looking For

• Proven experience in complaint handling and customer correspondence within a regulated or customer‑focused environment.
• Exceptional written communication skills, with the ability to write clearly, concisely, and empathetically.
• Awareness of working in a regulated business and adhering to relevant standards.
• Strong sense of customer advocacy and commitment to excellent service.
• Experience working collaboratively within a team environment.
• Competent user of Microsoft Office Suite.
• Ability to work effectively across multiple departments and manage relationships with key stakeholders.