Complex Complaints Specialist - Hybrid Role

Foundever; West Kirby; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Home working available

Job summary

Foundever is seeking a Complex Complaints Handler in the United Kingdom. You will own escalated complaints from initial contact to resolution, investigating issues thoroughly and delivering fair outcomes while upholding confidentiality and data protection.

You will work in a hybrid environment, supporting colleagues, sharing knowledge, and driving continuous improvement to deliver outstanding supporter experiences.

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 to final resolution.
• Investigate and resolve issues by asking the right questions and gathering information.
• Rebuild trust through empathetic, professional communication.
• Collaborate with internal and external stakeholders to achieve best outcomes.
• Support and coach colleagues on complex cases.
• Identify service improvements and contribute to process enhancements.
• Maintain accurate records in CRM and case-management systems.
• Balance priorities and ensure confidentiality and data protection.

Skills

Complaints handling

Customer service

Communication

Empathy

Decision making

CRM systems

Tools

CRM systems

Job description

Foundever is seeking a Complex Complaints Handler in the United Kingdom. You will own escalated complaints from initial contact to resolution, investigating issues thoroughly and delivering fair outcomes while upholding confidentiality and data protection.

You will work in a hybrid environment, supporting colleagues, sharing knowledge, and driving continuous improvement to deliver outstanding supporter experiences.