Complaints Specialist

ao.com; Stockport; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading e-commerce platform in Stockport is seeking a Complaints Specialist focused on delivering customer satisfaction. The role involves handling complex complaints, providing additional support to vulnerable customers, and mentoring team members. If you're a problem solver with a passion for customer service, apply now to make a positive impact while working for a company dedicated to sustainability.

Benefits

33 days holiday including Bank Holidays

Holiday purchase scheme

Salary sacrifice pension scheme

Share save scheme

Discounts on products

2 days paid leave for volunteering

Access to mental health support

Qualifications

• Excellent listening skills and empathy for customer issues.
• Ability to handle complex complaints and find fair solutions.
• Experience in customer service or complaint handling.

Responsibilities

• Work with Customer Operations to resolve complaints.
• Support vulnerable customers for the best outcomes.
• Conduct root-cause analysis to improve service.
• Mentor teammates to ensure quality results.

Skills

Problem-solving

Active listening

Customer service

Mentoring

Job description

We’re looking for someone who’s all about doing right by our customers. As a Complaints Specialist, you’ll take ownership of the trickier complaints, making sure every customer gets a fair outcome and feels looked after.

You’ll work closely with teams across the business to dig into the details, find solutions, and give extra support to customers who need it most. It’s not just about fixing problems—you’ll spot patterns, share insights, and help mentor others so we’re always delivering the best service possible. If you’re great at listening, solving problems, and keeping things fair, this could be the role for you.

Here’s What You Can Expect To Be Doing

• Work with our Customer Operations team and other departments to get to the bottom of complaints and put things right.
• Give extra support to customers who might be vulnerable and make sure they get the best possible outcome.
• Keep customers at the heart of every decision you make.
• Take ownership of complex and executive-level complaints, including writing final response letters and working with the Financial Ombudsman Service.
• Spot patterns through root‑cause analysis and share insights to help us improve.
• Support and mentor your teammates so we’re always delivering top-quality results.

A Bit About Us

musicMagpie is the surprisingly quick and easy way to declutter and get cash for your stuff, which is why millions of people use us every year to sell their mobile phone, games consoles, tablets, smartwatches, CDs, DVDs, Games, Books, Blu‑Rays & much more. We've paid hundreds of millions to our happy customers - the smart, sustainable and trusted way to shop and sell.

As a pioneer in the circular economy, we’ve built a trusted platform using our circular model of recycling, refurbishing, reselling and renting products to give tech a second life and help to reduce e‑waste on a massive scale.

As a musicMagpie employee, you’ll be part of a company that’s making a real difference, redefining how people buy and sell tech, and shaping a greener, more sustainable future. Plus, you’ll have the chance to learn, grow and innovate alongside a team that’s friendly, supportive and always looking ahead!

• 33 days holiday (inclusive of Bank Holidays)
• Holiday purchase scheme on top of your above statutory allowance
• Salary sacrifice pension scheme
• Share save scheme
• Discounts across the musicMagpie product range
• Making a difference - 2 days paid leave for volunteering at a charity of your choice
• Health & wellbeing - Employee Assistance Helpline (EAP) & access to mental health first aiders and much more