Customer Complaints Handler

CCA Recruitment Group; Glasgow; Hybrid; GBP 29,000; Full time

Job summary

A leading recruitment agency in Central Glasgow is seeking a Customer Service Specialist to manage escalated complaints and deliver exceptional service. The ideal candidate will possess strong B2B complaints experience and thrive in a fast-paced environment. This role offers a salary up to £28,750 with a generous bonus, and the opportunity for hybrid work after training.

Benefits

Basic salary up to £28,750

Hybrid working setup

25 days annual leave, increases to 28

Birthday off every year

Flexibility to buy/sell holidays

Cycle to work scheme

Career progression and training

Qualifications

• Strong B2B complaints experience with ownership of complex situations.
• Proven experience in a high-volume customer service role.
• Ability to craft thoughtful online reviews.

Responsibilities

• Engage with customers via phone, email, and chat.
• Ensure customer issues are resolved efficiently.
• Support customers in financial difficulty with empathy.

Skills

B2B complaints experience

Problem-solving

Customer service

Resilience

Job description

Overview

Location: Central Glasgow

Salary: Up to £28,750 + 10% Bonus

Employment: Full-Time | Monday to Friday

Are you experienced in dealing with complex customer complaints and delivering a best-in-class service? If so, we have just the role for you.

Our award-winning client is looking for a natural problem solver who has proven experience in a high volume B2B customer focused role. You will be used to taking full ownership of final stage escalated customer complaints from our frontline teams and across our digital channels - email, WhatsApp, and Trustpilot.

Our ideal candidate will be composed, experienced and enjoy being an escalated point of contact and helping to find suitable resolutions. We are extremely keen to speak to individuals who have experience in either utilities and/or telecommunications; however, we are keen to speak to experienced complaints and resolution experts.

In return, you will be rewarded with a generous salary and bonus, a hybrid working environment and a fantastically located Central Glasgow office.

What’s in it for you

• Basic salary up to £28,750
• Hybrid working setup (up to 3 days per week from home after training)
• 25 days annual leave - which increases to 28 days with tenure
• Your birthday off every year
• Flexibility to buy up to 10 extra holidays or sell up to 5 days annually
• Cycle to work scheme
• Career progression and ongoing industry leading training

What you'll be doing

• Engaging with customers via phone, email, and chat
• Ensuring that all customer issues are resolved efficiently
• Supporting customers in financial difficulty with empathy and practical solutions
• Advising on finance options and guiding them through the process
• Coordinating with dealers and handling documentation
• Providing top-tier service from start to finish

What we're looking for

• Strong B2B complaints experience and the ability to take ownership of complex situations
• Proven experience in a high-volume customer service role
• A natural problem solver who genuinely enjoys helping customers
• Resilient and focused
• The ability to craft thoughtful online reviews to help drive service excellence
• Experience working across utilities and/or telecommunications (nice to have)