Complaints Handlers

Pertemps; Plymouth; On-site; GBP 60,000 - 80,000; Full time

Job summary

Pertemps is seeking a compassionate Complaints Handler to join Royal Mail in Plymouth. You will be the first point of contact for customers, resolving complaints through various channels. This role requires strong communication skills, resilience, and attention to detail, offering a pay of £12.97 per hour for a flexible shift of 37.5 hours per week.

Qualifications

• Previous experience in a customer service or complaints-based role.
• Strong communication and problem-solving skills.
• Resilience and a calm approach under pressure.

Responsibilities

• Responding to customer complaints via phone, email, and letter.
• Investigating issues thoroughly to reach balanced outcomes.
• Communicating decisions clearly with empathy.

Skills

Communication

Problem Solving

Attention to Detail

Resilience

Empathy

Job description

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Join the Team as a Complaints Handler – Royal Mail, Plymouth

Due to growing demand,Pertemps are on the lookout for proactive, compassionate, and customer-focused Complaints Handlers to support one of our long-standing clientsRoyal Mail,at their Plymouth office.

About the Role:
You’ll play a vital part in the Customer Service team as the first point of contact for customers who need help resolving an issue. Whether it’s over the phone, by email, or in writing, your job is to listen carefully, investigate thoroughly, and resolve fairly – all while delivering a supportive and professional experience.

What You’ll Be Doing:

Responding to customer complaints via phone, email, and letter

Investigating issues thoroughly to reach balanced, evidence-based outcomes

Communicating decisions clearly, with empathy and professionalism

Escalating more complex or sensitive cases when required

Keeping detailed, accurate records of all interactions and casework

Identifying recurring trends and feeding insights back to help improve service

What We’re Looking For:

Previous experience in a customer service or complaints-based role

Strong communication and problem-solving skills

Resilience, empathy, and a calm approach under pressure

Excellent attention to detail and the ability to manage sensitive information

A team player who can also work independently

Confident using IT systems – CRM experience is a bonus

The Details:

Hours: 37.5 hours per week (between 8am – 6:30pm, Monday to Saturday)
Saturday working is essential, with a weekday off in return

Pay: £12.97 per hour

Start Date:30th June 2025 (other intakes available – just ask!)

Duration: Up to 12 weeks initially, with potential for extension

Location: Plymouth, PL9 7HJ

Ready to Apply?
If you take pride in turning a negative into a positive and are passionate about delivering excellent customer service, we want to hear from you! please contact Chelsea Goodman in the Pertemps Plymouth office.