Complaints Resolution Specialist

Equiniti; Wales; On-site; GBP 21,000 - 35,000; Full time

Job summary

Equiniti in North Wales is seeking a Complaints Officer to own customer cases from receipt through to resolution. You will investigate, liaise with internal teams to gather information and draft clear, professional responses that are fair and timely.

The role requires excellent written and verbal communication, strong investigation skills and the ability to manage multiple cases with empathy. Hours are 37.5 per week (9:00–18:00).

Qualifications

• Previous experience handling formal complaints or customer resolutions.
• Excellent written and verbal communication skills.
• Strong investigation and problem-solving abilities.
• The confidence to manage challenging conversations with empathy and professionalism.
• Excellent organisational skills with the ability to manage multiple cases simultaneously.
• A proactive and positive approach with excellent attention to detail.
• Experience within housing, local government, financial services, insurance, utilities or another regulated environment would be highly advantageous, although applications from other sectors are welcomed.

Responsibilities

• Manage and investigate customer complaints from start to finish.
• Liaise with internal departments to gather information and agree appropriate resolutions.
• Produce clear, professional written responses to customers.
• Ensure complaints are managed in line with internal procedures and regulatory requirements.
• Monitor complaint trends and produce reports to identify opportunities for service improvement.
• Maintain accurate records and case files.
• Build strong relationships with colleagues across the organisation to support positive customer outcomes.
• Help promote a culture of continuous improvement and excellent customer service.

Skills

Complaints handling

Job description

Equiniti in North Wales is seeking a Complaints Officer to own customer cases from receipt through to resolution. You will investigate, liaise with internal teams to gather information and draft clear, professional responses that are fair and timely.

The role requires excellent written and verbal communication, strong investigation skills and the ability to manage multiple cases with empathy. Hours are 37.5 per week (9:00–18:00).