Complaints & Quality Investigator (12-Month)

Confidential; Stone; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Salary £28,000

Full-time position

12-month fixed-term contract

Based in Stone, Staffordshire

Impact on customer experience

Job summary

Confidential in Stone, Staffordshire is recruiting a Complaints Handler on a 12-month fixed-term contract. The role focuses on customer service, quality standards, and complaint resolution.

You will manage complaints from receipt to resolution, investigate root causes, draft clear responses, and coordinate with internal teams to improve service quality.

Ideal candidates have at least 2 years of experience handling complaints and strong communication, with an eye for detail and compliance.

Qualifications

• At least 2 years' experience handling complaints in a customer-focused environment.
• Excellent written and verbal communication skills.
• Strong investigative and problem-solving abilities.
• Ability to remain professional, empathetic and calm under pressure.
• Excellent attention to detail and organisational skills.

Responsibilities

• Managing customer complaints from receipt through to resolution
• Conducting thorough investigations and identifying root causes
• Drafting clear, professional written responses
• Liaising with internal departments to gather information and progress cases
• Monitoring complaint trends and recommending service improvements
• Supporting quality assurance activities and compliance processes
• Maintaining accurate records and producing reports where required

Skills

Experience handling complaints

Excellent written and verbal skills

Investigative and problem-solving

Professional, empathetic underpressure

Attention to detail & organisation

Job description

Confidential in Stone, Staffordshire is recruiting a Complaints Handler on a 12-month fixed-term contract. The role focuses on customer service, quality standards, and complaint resolution.

You will manage complaints from receipt to resolution, investigate root causes, draft clear responses, and coordinate with internal teams to improve service quality.

Ideal candidates have at least 2 years of experience handling complaints and strong communication, with an eye for detail and compliance.