Customer Complaints Handler

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

Job Description:Customer Complaints HandlerContract: Hybrid - Home and office basedLocation: Leeds (LS5 3BF)PermanentSalary Range: Competitive + excellent benefitsFull Time: 37.5 hours per weekWe make health happenAt Bupa, our purpose is helping people live longer, healthier, happier lives and making a better world. As a Customer Complaints Handler, you'll play a vital role in ensuring residents, relatives and customers feel heard, supported and treated fairly when concerns are raised. You'll help drive positive outcomes, support continuous improvement across our care homes, and ensure we remain open, transparent and customer-focused in everything we do.This is an opportunity to join a collaborative Risk & Governance team where your work will directly influence customer experience, regulatory compliance and service quality across Bupa Care Homes UK.How you'll help us make health happenManage customer complaints from initial receipt through to resolution, ensuring timely, professional and compassionate handling.Work closely with operational colleagues across our care homes to support thorough investigations and deliver high-quality outcomes.Draft detailed, accurate and customer-focused responses to complaints and duty of candour matters.Provide guidance and support to colleagues and stakeholders on effective complaint handling and resolution.Identify trends, lessons learned and opportunities for service improvement, helping us continuously enhance the care we provide.Key Skills / Qualifications needed for this roleOutstanding written and verbal communication skills, with the ability to produce professional and accurate correspondence.Experience handling customer complaints or resolving complex customer issues in a professional environment.Ability to manage sensitive situations with empathy, professionalism and sound judgement.Strong organisational skills with the ability to prioritise workload and meet deadlines in a fast-paced environment.Good IT skills, including Microsoft Office, and experience using case management or CRM systems would be beneficial.BenefitsOur benefits are designed to make health happen for our people. We support flexible working and offer a range of health and wellbeing benefits.Joining Bupa in this role, you'll receive:25 days annual leave, increasing with service, plus bank holidaysBupa health insurance as a benefit in kindEnhanced pension contributionAnnual performance-related bonus (where applicable)Access to Viva, our global wellbeing programmeFamily-friendly benefits and flexible working optionsDiscounts on Bupa products and servicesAccess to learning and development opportunitiesWhy Bupa?We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose: helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.We encourage all of our people to ”Be You at Bupa”. We champion diversity and understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.Bupa is a Level 2 Disability Confident Employer. We aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role and will make reasonable adjustments throughout the recruitment process where needed.If you require this information in an alternative format, please contact [e-mail] Type:Full timeJob Area:AdministrationLocations:Kirkstall ForgeDiscounted or free food, Free flu jabs, Financial planning services, Cycle to work scheme, Referral programme, Gym membership, Employee mentoring programme, Company pension, Private dental insurance, Paid volunteer time, Health & wellbeing programme, Additional leave