Customer Complaints Executive

Brookwood Recruitment Ltd; Manchester; On-site; GBP 26,000 - 38,000; Full time

Job summary

Brookwood Recruitment Ltd is seeking a Customer Complaints Executive to support a busy Customer Service function. You will manage cases end-to-end, delivering fair and timely resolutions while maintaining high-quality customer experience.

The role covers light to high-risk issues, including regulated products, with a focus on first-contact resolution, investigation, and compliant documentation. Join a fast-paced team in Manchester.

Qualifications

• 1–3 years of relevant experience in a customer service/customer advisor environment (complaints handling preferred).
• High level of English (written and verbal) with strong interpersonal communication skills.
• Confident handling challenging conversations with a calm, empathetic, solutions-focused approach.
• Strong investigative/problem-solving skills and good judgement.
• Ownership mindset: proactive, accountable, and driven toward first-contact resolution.
• Comfortable working to deadlines and service targets in a fast-changing environment.

Responsibilities

• Respond to customer contacts via phone, email, and web chat in line with policy and procedures.
• Own and manage complaint cases through to resolution in line with service standards.
• Liaise with customers and external partners/suppliers (and where required, regulatory bodies) to investigate issues and agree outcomes.
• Handle urgent/sensitive/high-risk cases, aiming to resolve early and prevent escalation where possible.
• Use sound judgement on when to resolve independently vs. when to elevate for approval/support.
• Provide accurate and complete information using the right tools and processes.
• Meet agreed KPIs, including service levels, case handling targets, and customer satisfaction.
• Ensure documentation and admin steps are completed to meet internal and regulatory requirements.
• Share feedback and improvement ideas to enhance tools, processes, service quality, and efficiency.

Skills

Customer service

Communication

Problem solving

Investigation

First contact resolution

Deadline-driven

Job description

OverviewWe’re looking for a Customer Complaints Executive to support a busy Customer Service function by managing customer complaint cases end-to-end, delivering fair and timely resolutions, and ensuring a consistently high-quality customer experience. The role covers cases ranging from light/medium complexity through to sensitive and higher-risk issues, potentially including regulated products (e.g., Insurance).

Key responsibilities

• Respond to customer contacts via phone, email, and web chat in line with policy and procedures.
• Own and manage complaint cases through to resolution in line with service standards.
• Liaise with customers and external partners/suppliers (and where required, regulatory bodies) to investigate issues and agree outcomes.
• Handle urgent/sensitive/high-risk cases, aiming to resolve early and prevent escalation where possible.
• Use sound judgement on when to resolve independently vs. when to elevate for approval/support.
• Provide accurate and complete information using the right tools and processes.
• Meet agreed KPIs, including service levels, case handling targets, and customer satisfaction.
• Ensure documentation and admin steps are completed to meet internal and regulatory requirements.
• Share feedback and improvement ideas to enhance tools, processes, service quality, and efficiency.

Requirements (must-have)

• 1–3 years of relevant experience in a customer service/customer advisor environment (complaints handling preferred).
• High level of English (written and verbal) with strong interpersonal communication skills.
• Confident handling challenging conversations with a calm, empathetic, solutions-focused approach.
• Strong investigative/problem-solving skills and good judgement.
• Ownership mindset: proactive, accountable, and driven toward first-contact resolution.
• Comfortable working to deadlines and service targets in a fast-changing environment.

Nice-to-have

• Experience supporting regulated or high-sensitivity customer cases (e.g., Insurance).
• Familiarity with structured complaint processes and compliance-driven documentation.