Customer Complaints & Care Quality Specialist (Hybrid)

Bupa; Horsforth; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Health insurance

Enhanced pension

Annual bonus

Flexible working options

Learning & development

Job summary

Bupa is looking for a Customer Complaints Handler in Leeds (LS5 3BF). This hybrid role (home and office) involves managing complaints from receipt to resolution, drafting responses, and guiding colleagues on best practices. You will work with care-home teams to ensure timely, fair outcomes and drive improvements in customer experience.

The position is full-time (37.5 hours/week) with comprehensive benefits and a focus on compassionate, professional service. Applications via [e-mail].

Qualifications

• Outstanding written and verbal communication skills.
• Experience handling customer complaints or resolving complex issues.
• Ability to manage sensitive situations with empathy and sound judgement.
• Strong organisational skills and ability to meet deadlines.

Responsibilities

• Manage customer complaints from receipt to resolution.
• Collaborate with operational colleagues across care homes for investigations.
• Draft detailed, accurate, customer-focused responses to complaints and duty of candour matters.
• Provide guidance on effective complaint handling and resolution.
• Identify trends and opportunities for service improvement.

Skills

Communication

Complaint handling

Empathy

Organisational skills

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

Bupa is looking for a Customer Complaints Handler in Leeds (LS5 3BF). This hybrid role (home and office) involves managing complaints from receipt to resolution, drafting responses, and guiding colleagues on best practices. You will work with care-home teams to ensure timely, fair outcomes and drive improvements in customer experience.

The position is full-time (37.5 hours/week) with comprehensive benefits and a focus on compassionate, professional service. Applications via [e-mail].