Customer Complaints Specialist

Essential Employment; Greater London; Hybrid; GBP 22,000 - 25,000; Full time

Job summary

Essential Employment is seeking a Customer Complaints Specialist for a temporary assignment based in SE London. The role is home-based with occasional attendance in South East London.

The target rate is £16.16 per hour PAYE, and the role requires handling sensitive conversations with empathy and professionalism. You will investigate complex issues, perform root-cause analysis, and maintain accurate CRM records while providing fair, timely resolutions.

Qualifications

• Experience managing and resolving customer complaints in a regulated environment.
• Excellent communication skills with empathy and professionalism.
• Ability to investigate complex issues and perform root-cause analysis.
• Maintain accurate records and case notes in CRM systems.
• Capable of handling a varied caseload with precision and attention to detail.

Responsibilities

• Investigate and resolve customer complaints in a timely, compliant manner.
• Perform root-cause analysis and contribute to continuous improvement.
• Maintain thorough documentation and records in the CRM system.
• Liaise with internal stakeholders to resolve issues and close cases.
• Work from home with occasional attendance at SE London office or client sites.

Skills

Complaint management

Regulated environment experience

Strong communication

Empathy and professionalism

Root-cause analysis

Tools

CRM systems

Job description

Customer Complaints Specialist needed in SE London

This is a temporary role and the rate is £16.16ph PAYE

The reference number is: 000B 5150 / 1

The successful candidate will bring strong experience in managing and resolving complaints within a regulated environment, demonstrating exceptional communication skills and the ability to handle sensitive conversations with empathy and professionalism.

They will confidently investigate complex issues, carry out root‑cause analysis, and provide fair, timely resolutions while maintaining accurate records within CRM systems. They will build effective relationships with customers and internal stakeholders, contribute to continuous improvement, and manage a varied caseload with precision and attention to detail. The role will be home‑based, with occasional attendance required in South East London.

Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.