Customer Complaints Handler

Bupa UK; Leeds; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

25 days leave

Health insurance

Pension

Annual bonus

Wellbeing program

Flexible working

Employee discounts

Learning & development

Job summary

Bupa UK is seeking a Customer Complaints Handler to support residents, relatives and customers in Leeds. You will manage complaints from receipt to resolution with empathy, ensuring fair treatment and timely responses.

You'll work in a collaborative Risk & Governance team, liaising with care homes, drafting clear replies and identifying improvements. This permanent, hybrid role offers structured development and competitive benefits.

Qualifications

• Excellent written and verbal communication skills.
• Experience handling customer complaints or resolving complex issues.
• Ability to manage sensitive situations with empathy and professionalism.

Responsibilities

• Manage customer complaints from receipt to resolution with timely, professional handling.
• Collaborate with care homes to support investigations and outcomes.
• Draft detailed, accurate, customer-focused responses to complaints and regulatory matters.
• Provide guidance on complaint handling and resolution to colleagues and stakeholders.
• Identify trends and opportunities for service improvement.

Skills

Written communication

Verbal communication

Complaint handling

Empathy

Organisation

CRM software

Tools

CRM systems

Job description

Customer Complaints Handler

Job Description

Customer Complaints Handler

Contract: Hybrid – Home and office based

Location: Leeds (LS5 3BF)

Permanent

Salary Range: Competitive + excellent benefits

Full Time: 37.5 hours per week

We make health happen

At 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 Happen

• Manage 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 Role

• Outstanding 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.

Benefits

Our 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 holidays
• Bupa health insurance as a benefit in kind
• Enhanced pension contribution
• Annual performance-related bonus (where applicable)
• Access to Viva, our global wellbeing programme
• Family-friendly benefits and flexible working options
• Discounts on Bupa products and services
• Access to learning and development opportunities

Why 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].

Time Type

Full time

Job Area

Administration

Locations

Kirkstall Forge