Complaints Manager

• 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.