Customer Complaints Specialist: Care & Resolution

Jobwise; Blackburn; On-site; GBP 27,000 - 35,000; Full time

Benefits offered by this job

Private healthcare

Life insurance

Bonus scheme

Free on-site parking

Birthday day off

Job summary

Jobwise in Blackburn is seeking a Complaints Handler to join a busy customer services team. You will handle complaints, escalations and queries by phone and email, investigate issues and ensure responses meet professional, fair standards in a regulated environment.

You will manage a varied caseload, update records, and work with colleagues across teams to maintain high service levels. The role offers an employer with excellent benefits and real potential for long-term career development within a

Qualifications

• Previous experience handling customer complaints, escalations or complex queries.
• Experience in customer service, claims or contact centre.
• Confident communicating with customers by phone and email.
• Empathetic, professional approach to sensitive situations.
• Strong written and verbal communication; good organisational skills.

Responsibilities

• Handling customer complaints and escalated queries, ensuring matters are dealt with professionally and sensitively.
• Speaking with customers by telephone and email to understand concerns and provide solutions.
• Managing a varied caseload, ensuring complaints are progressed and deadlines are met.
• Investigating complaints, reviewing information and case records to establish what happened and what action is needed.
• Updating customer records including interactions, actions taken and outcomes.
• Working within company procedures and the standards expected within a regulated environment.
• Identifying recurring issues and trends in complaints and customer feedback.
• Working closely with colleagues across other teams to help maintain high standards of customer service.

Skills

Customer service

Complaint handling

Communication

Case management

Job description

Jobwise in Blackburn is seeking a Complaints Handler to join a busy customer services team. You will handle complaints, escalations and queries by phone and email, investigate issues and ensure responses meet professional, fair standards in a regulated environment.

You will manage a varied caseload, update records, and work with colleagues across teams to maintain high service levels. The role offers an employer with excellent benefits and real potential for long-term career development within a