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Complaints Manager

Michael Page (UK)

Birmingham

Remote

GBP 60,000 - 80,000

Full time

5 days ago

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An established industry player is seeking a skilled Complaints Handler to join their remote team. This role involves independently managing a caseload of complex customer complaints, requiring a background in regulated environments or ombudsman-style investigations. You will play a vital role in ensuring customer satisfaction by addressing historical issues with empathy and professionalism. This prestigious public sector organization offers a supportive work environment where your contributions can make a significant impact on customer service. If you are confident in your abilities and ready to tackle challenges, this opportunity is perfect for you.

Competitive Salary

Supportive Work Environment

Opportunity to Make a Difference

Experience in handling complaints in regulated settings like utilities or finance.
Ability to work autonomously and manage time effectively.

Manage and resolve a caseload of customer complaints independently.
Investigate complaints thoroughly and escalate complex matters.

Complaint Handling

Regulated Environment Experience

Customer Service

Investigative Skills

Autonomous Work

Remote senior complaints handler role.
Midlands-based candidates strongly preferred.

About Our Client

Our client is a well-respected large organisation within the public sector, known for its commitment to delivering excellent customer service. They operate from Birmingham, and are highly focused on creating a positive impact within their industry.

Job Description

Are you an experienced Complaints Handler with a background in regulated environments or ombudsman-style investigations? We're looking for someone confident working autonomously to help tackle a backlog of complex complaints - someone who can get stuck in, investigate thoroughly, escalate when needed, and signpost customers to the right support to resolve their issue.

This is a home-based role, but due to occasional team meetings and equipment collection, candidates based in the Midlands are preferred.

What you'll be doing:

Independently managing and resolving a caseload of customer complaints
Working through historical issues with empathy, diligence, and professionalism
Escalating complex matters and ensuring a fair and timely resolution
Investigating complaints from a contact centre lens, ideally with a regulated or ombudsman-style background
Supporting customers through clear signposting and communication

The Successful Applicant

About you:

You've handled complaints in a regulated setting (utilities, finance, housing, etc.) or ombudsman-style function
You're used to contact centre environments and customer-facing pressure
You're confident working autonomously and managing your time well
Available to start within the coming weeks (subject to DBS and reference checks)

What's on Offer

A competitive salary of £202.5 - £247.5 (GBP) per day
The opportunity to work in a prestigious organisation in the public sector
An engaging and supportive work environment
The chance to make a difference within customer service

Due to high interest, we're unable to take calls on this role. Please apply online and we'll be in touch if your application is successful.

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Complaints Manager

Michael Page (UK)

Birmingham

Remote

GBP 60,000 - 80,000

Full time

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Job description