Complaints Manager

TN United Kingdom; Birmingham; Remote; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an experienced Complaints Handler to join their team. This home-based role offers the chance to work with a well-respected public sector organization known for its commitment to excellent customer service. You will manage a caseload of complex complaints, ensuring fair and timely resolutions while providing clear communication to customers. With a competitive daily rate and the opportunity to make a significant impact in customer service, this position is perfect for someone confident in handling complaints in regulated settings. Join a supportive work environment and help drive positive change.

Benefits

Competitive Salary

Supportive Work Environment

Opportunity for Impact

Qualifications

• Experience in regulated environments or ombudsman-style investigations.
• Ability to manage complaints autonomously and professionally.

Responsibilities

• Independently manage and resolve a caseload of customer complaints.
• Investigate complaints thoroughly and escalate complex matters.

Skills

Complaints Handling

Investigation Skills

Customer Service

Empathy

Job description

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• 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.