Complaints Specialist

Team Jobs - Commercial; Lower Blandford St Mary; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Salary up to £35,000

33 days' annual leave

Mon-Fri working hours

Overtime opportunities

Salary reviews

Career progression

Pension scheme

Referral scheme

Eye care vouchers

Team lunches

Office snacks

Job summary

TeamJobs is recruiting a Complaints Specialist in Bournemouth to handle customer complaints from initial enquiry to resolution. The role focuses on thorough investigations and clear written responses while ensuring regulatory timelines are met and driving customer satisfaction.

The ideal candidate will have 1+ year in complaints handling, strong communication skills, and experience with Ombudsman cases or review platforms. Monday–Friday, permanent role with opportunities for overtime.

Qualifications

• 1+ year in a complaints-handling role, ideally telephone-based.
• Knowledge of complaints procedures and regulatory requirements.
• Excellent written and verbal communication skills.
• Strong investigative and problem-solving abilities.

Responsibilities

• Manage customer complaints from enquiry to resolution.
• Investigate complaints thoroughly and provide clear written responses.
• Ensure complaints handled within company and regulatory timescales.
• Manage escalated complaints, including Ombudsman cases.
• Support complaints reporting to management and regulators.
• Identify recurring issues and suggest process improvements.
• Provide feedback to customer service teams to raise standards.
• Collaborate with internal teams to resolve concerns efficiently.
• Maintain accurate records and regulatory compliance.

Skills

Complaints handling

Customer resolutions

Regulatory knowledge

Investigation

Written communication

Verbal communication

Attention to detail

Ombudsman experience

Review platforms

Process improvement

Job description

Complaints Specialist – Bournemouth

Up to £35,000 DOE | Monday to Friday | Permanent

TeamJobs are recruiting for an experienced Complaints Specialist to join a growing and successful business based in Bournemouth.

This is a fantastic opportunity for someone with a background in complaints handling, customer resolutions or regulated customer service who enjoys investigating complex issues, finding solutions and delivering excellent customer outcomes.

You’ll be joining an established business within the renewable energy sector, playing a key role in managing customer complaints, ensuring regulatory compliance and improving the overall customer experience.

Benefits

• Competitive salary of up to £35,000 DOE
• 33 days' annual leave, including bank holidays
• Monday to Friday working hours
• Optional overtime opportunities
• Performance-related salary reviews
• Career progression and development opportunities
• Company sick pay and pension scheme
• Employee referral scheme offering up to £1,000 per successful referral
• Eye care vouchers, paid social events and team lunches
• Free refreshments and snacks in the office

Responsibilities

• Managing customer complaints from initial enquiry through to resolution
• Investigating complaints thoroughly and providing clear, professional written responses
• Ensuring complaints are handled within company and regulatory timescales
• Managing escalated complaints, including cases referred to the Ombudsman
• Supporting complaints reporting to senior management and regulatory bodies
• Identifying recurring issues and recommending improvements to processes
• Providing feedback and guidance to customer service teams to improve service standards
• Working closely with internal departments to resolve customer concerns efficiently
• Maintaining accurate records and ensuring compliance with relevant regulations

Requirements

• At least 1 year's experience in a complaints-handling role, ideally within a telephone-based environment
• A good understanding of complaints procedures and regulatory requirements
• Excellent written and verbal communication skills
• Strong investigation and problem-solving abilities
• The confidence to handle challenging conversations professionally and empathetically
• Excellent organisational skills and attention to detail
• Experience dealing with the Financial Ombudsman Service or other regulatory bodies would be advantageous
• Experience managing Trustpilot or other customer review platforms would be beneficial
• A proactive approach to improving customer satisfaction and internal processes

Interested?

If you're an experienced Complaints Handler, Complaints Advisor, Customer Resolutions Specialist or Complaints Executive looking for your next opportunity, we'd love to hear from you!