Customer Complaints Handler

CCA Recruitment Group; Glasgow; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

A recruitment agency in Glasgow is seeking a Customer Complaints Handler to manage complex customer issues in a B2B environment. This full-time position offers a competitive salary of up to £28,750 plus a 10% bonus, with hybrid working options. Ideal candidates are problem solvers with proven customer service experience. Benefits include generous annual leave and career progression opportunities.

Benefits

Hybrid working set-up

25 days annual leave

Birthday off

Extra holiday flexibility

Cycle to work scheme

Ongoing training

Qualifications

• Strong B2B complaints experience and ability to take ownership of complex situations.
• Proven experience in a high-volume customer service role.
• Natural problem solver who genuinely enjoys helping customers.

Responsibilities

• Engaging with customers via phone, email, and chat.
• Ensuring that all customer issues are resolved efficiently.
• Providing top-tier service from start to finish.

Skills

B2B complaints experience

Customer service

Problem-solving

Resilience

Job description

Customer Complaints Handler

Location: Central Glasgow

Salary: Up to £28,750 + 10% Bonus

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 as escalated point of contact and helping to find suitable resolutions. We are extremely keen to speak to individuals who have experienced 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 set-up (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
• Support 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)