Complex Complaints Handler

Foundever; Liverpool; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Home working available

Job summary

Foundever is hiring a Complex Complaints Handler in the United Kingdom on a hybrid basis. The role focuses on owning escalated complaints, investigating issues with empathy, and delivering fair, timely resolutions while supporting colleagues and driving service improvements.

You will manage sensitive cases across phone and email, collaborate with stakeholders, and ensure accurate CRM records. The position offers 37.5 hours weekly with a £27,000 annual salary and hybrid working.

Qualifications

• Experience in complaints handling or customer service within a complex or escalated environment.
• Excellent verbal and written communication skills.
• Strong investigative, analytical and critical-thinking skills, with excellent attention to detail.
• High levels of empathy and emotional intelligence.
• The ability to make fair, balanced decisions and exercise sound judgement.
• Resilience and composure when managing challenging or emotionally sensitive conversations.
• A proactive, solutions-focused approach, with a strong sense of ownership and accountability.
• Confidence building relationships and working with internal and external stakeholders.
• Experience providing guidance, coaching or peer support to colleagues.
• Experience using CRM or case-management systems and maintaining accurate records.
• The ability to prioritise workloads and manage time-sensitive cases effectively.
• A commitment to delivering outstanding supporter experiences and contributing to continuous improvement.

Responsibilities

• Take ownership of complex complaints from initial contact through final resolution.
• Investigate issues by asking the right questions and gathering information for timely outcomes.
• Communicate with empathy and clarity, especially in challenging conversations.
• Collaborate with internal and external stakeholders to investigate concerns.
• Coach and share best practices with colleagues to build confidence.
• Identify service failures and recurring themes to drive improvements.
• Make balanced decisions balancing supporter advocacy with business needs.
• Keep accurate records in CRM/case-management systems.
• Maintain confidentiality, data protection and quality standards.
• Represent Foundever professionally in every interaction.

Skills

Complaints handling

Customer service

Investigation

Empathy

Stakeholder management

CRM systems

Tools

CRM software

Job description

Salary: £27,000 per annum | 37.5 hours per week | Hybrid working

Are you someone who takes ownership, gets to the bottom of problems and turns difficult situations into positive outcomes?

At Foundever, we’re looking for a Complex Complaints Handler to manage sensitive and escalated supporter complaints for one of our established campaigns. This is an opportunity to make a real difference by listening to concerns, investigating issues thoroughly and helping rebuild trust through thoughtful, fair and effective resolutions.

You’ll also play an important role in supporting your colleagues, sharing knowledge and helping the wider team deliver consistently excellent supporter experiences.

If you’re naturally curious, calm under pressure and passionate about getting things right, we’d love to hear from you.

What you’ll be doing

As a Complex Complaints Handler, you’ll take ownership of complaints from the initial contact through to final resolution, ensuring every case receives the attention and care it deserves.

Your responsibilities will include:

• Managing complex complaints: Take ownership of sensitive, escalated and high-impact complaints across telephone and email channels, ensuring cases are progressed through to an appropriate resolution.
• Investigating and resolving issues: Ask the right questions, gather relevant information, identify root causes and deliver fair, timely and effective outcomes, with a focus on first-contact resolution wherever possible.
• Rebuilding trust: Communicate with empathy, professionalism and clarity, particularly when handling challenging conversations or emotionally sensitive situations.
• Working collaboratively: Build effective relationships with internal and external stakeholders to investigate concerns and achieve the best possible outcomes.
• Supporting and coaching colleagues: Act as a Subject Matter Expert, offering guidance on complex cases, sharing best practice and helping colleagues build their confidence and capability.
• Driving service improvements: Identify service failures, gaps in processes and recurring complaint themes, taking appropriate action and contributing to continuous improvement.
• Making balanced decisions: Use sound judgement to balance supporter advocacy with operational and business considerations, while anticipating needs and resolving cases efficiently.
• Maintaining accurate records: Keep complaint cases and supporting information accurate and up to date within CRM and case-management systems.
• Upholding high standards: Manage competing priorities and time-sensitive cases while maintaining confidentiality, data protection, compliance and quality standards.
• Representing Foundever and our client: Demonstrate integrity, accountability and professionalism in every interaction.

About you

You understand that a complaint is more than just a problem to solve. It’s an opportunity to listen, put things right and leave someone feeling that their concerns have genuinely been heard.

You’re someone who takes ownership and sees things through. You’re naturally inquisitive, enjoy getting to the root of an issue and isn’t afraid to ask questions or challenge the way things are done when there’s an opportunity to improve.

You’re confident handling difficult conversations, remaining calm and composed when emotions are high. You know how to communicate sensitive information with empathy and professionalism, while making fair, considered decisions.

You also enjoy working as part of a team. Whether you’re sharing your knowledge, supporting a colleague through a challenging case or identifying a better way of working, you’re motivated by helping others succeed and improving the experience for everyone.

Most importantly, you care about doing the right thing and are committed to achieving the best possible outcome for every supporter.

What you’ll bring

Essential skills and experience:

• Experience in complaints handling or customer service within a complex or escalated environment.
• Excellent verbal and written communication skills.
• Strong investigative, analytical and critical-thinking skills, with excellent attention to detail.
• High levels of empathy and emotional intelligence.
• The ability to make fair, balanced decisions and exercise sound judgement.
• Resilience and composure when managing challenging or emotionally sensitive conversations.
• A proactive, solutions-focused approach, with a strong sense of ownership and accountability.
• Confidence building relationships and working with internal and external stakeholders.
• Experience providing guidance, coaching or peer support to colleagues.
• Experience using CRM or case-management systems and maintaining accurate records.
• The ability to prioritise workloads and manage time-sensitive cases effectively.
• A commitment to delivering outstanding supporter experiences and contributing to continuous improvement.

Working at Foundever

Foundever is a global leader in customer experience, partnering with leading brands and organisations to create meaningful connections through people, technology and innovation.

When you join us, you’ll be part of a collaborative and inclusive environment where you can contribute your ideas, share your experience and continue developing your skills.

This is a hybrid working opportunity on a well-established campaign. Home working is an option, although you must be willing to travel a couple of times a year. We’re looking for someone who is reliable, hardworking and fully committed to delivering a high standard of service.

Details:

• Contracted hours: 37.5 hours per week.
• Monday to Friday: 9:00am–5:30pm.
• Saturday: 9:00am–5:30pm, on a rota basis, currently one Saturday in seven.
• Salary: £27,000 per annum.
• Working arrangement: Hybrid, with home working available and occasional travel required.

Inclusion and accessibility

Foundever is an equal opportunity and Disability Confident employer. We value diversity and are committed to creating an inclusive workplace where everyone has the opportunity to perform at their best.

We recognise that people work in different ways and will make reasonable adjustments throughout the recruitment process wherever possible. If you require a reasonable adjustment, please do let our recruitment team know.

Data protection

Personal data provided during the application and recruitment process will be collected and processed for recruitment and, where applicable, subsequent employment or placement purposes. Data will be retained only for as long as permitted by UK legislation and will then be securely destroyed.

Ready to make a difference?

If you’re passionate about resolving complex issues, rebuilding trust and helping deliver exceptional supporter experiences, we’d love to hear from you.