Customer Relations Officer and Complaints Handler

Get Staffed Online Recruitment Limited; Bristol; Híbrido; GBP 29.000 - 35.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Cash Plan

Dental & optical cashback

Employee discounts

Pension scheme

Cycle to work

Employee Assistance Programme

Life assurance

Descripción de la vacante

Get Staffed Online Recruitment Limited in Central Bristol is seeking a Customer Relations Officer and Complaints Handler. The role covers end-to-end complaint resolution across customers and partners, with a strong emphasis on regulated oversight and quality assurance.

You would own investigations, deliver training, and provide trend MI to reduce future complaints, while supporting cross‑functional teams and safeguarding statutory standards. Hybrid working options are available.

Formación

• At least 2 years in a complaints handler or customer resolution role in a fast-paced environment.
• Experience handling complaints or complex queries within a regulated industry (e.g. FCA, SRA, CLC).
• A proven track record of reducing complaint levels and resolving high-level complaints.
• Experience handling complaints within probate, estate administration or bereavement.
• Knowledge of the probate and estate administration process.

Responsabilidades

• Taking full ownership of complaints from customers and business partners, resolving them to the highest standard and in line with industry regulations.
• Acting as the visible, approachable first point of contact for colleagues escalating complaints.
• Prioritising high-level complaints and liaising with the Legal Ombudsman on escalated cases.
• Taking ownership of negative customer reviews and feedback, always aiming for a positive resolution.
• Providing trend analysis of complaints and customer feedback to improve training and reduce complaints.
• Working with Service Delivery and their Personal Estate Managers to embed complaints handling best practice.
• Preparing and delivering best practice training to colleagues.
• Conducting file audits, call listening and investigations into quality and standards.
• Collecting weekly client satisfaction questionnaires and presenting trends to senior management.
• Producing MI on trends across all customer review and feedback channels.

Conocimientos

Customer service

Complaint handling

Communication skills

MS Office

Descripción del empleo

Customer Relations Officer and Complaints Handler

Employer: Get Staffed Online Recruitment Limited

Location: , Bristol, , BS1 3LG

Pay: £29,000 to £35,000 per year,

Contract Type: Permanent

Hours: Full time

Disability Confident: No

Closing Date: 14/11/2026

About this job

Customer Relations Officer and Complaints Handler Salary: £29,000 - £35,000 per annum Start Date: ASAP Location: Central Bristol About Our Client This role works across both our client and their brands.

Our client specialises in estate administration, helping families navigate the complexities of dealing with a loved one's estate.

Since their founding in 2002, they have remained dedicated to providing a straightforward, supportive and transparent service that puts families first.

They also work closely with a network of professional partners, including Will Writers, Financial Advisers, Funeral Directors and Solicitors.

Their brands are one of the leading experts in specialised people tracing and asset repatriation services worldwide, with a reputation for quality developed over 50 years.

Our Client's Vision To be the trusted provider that every bereaved family turns to for expert guidance and peace of mind.

What You'll Be Doing:

• Taking full ownership of complaints from customers and business partners, resolving them to the highest standard and in line with industry regulations.
• Acting as the visible, approachable first point of contact for colleagues escalating complaints.
• Prioritising high-level complaints and liaising with the Legal Ombudsman on escalated cases.
• Taking ownership of negative customer reviews and feedback, always aiming for a positive resolution.
• Providing trend analysis of complaints and customer feedback to improve training and reduce complaints.
• Working with Service Delivery and their Personal Estate Managers to embed complaints handling best practice.
• Preparing and delivering best practice training to colleagues.
• Conducting file audits, call listening and investigations into quality and standards.
• Collecting weekly client satisfaction questionnaires and presenting trends to senior management.
• Producing MI on trends across all customer review and feedback channels.

What They're Looking For Essential:

• At least 2 years in a complaints handler or customer resolution role in a fast-paced environment.
• Experience handling complaints or complex queries within a regulated industry (e.g.
• FCA, SRA, CLC).
• A proven track record of reducing complaint levels and resolving high-level complaints.
• Experience handling complaints within probate, estate administration or bereavement.
• Knowledge of the probate and estate administration process.

The type of person you'll be:

• Customer focused at all times.
• Highly analytical and detail oriented.
• An outstanding communicator at all levels, able to draft written communications and letters of the highest standard.
• A self-starter who stays self-motivated and delivers results.
• Highly resilient, with a balanced and impartial way of working.
• Highly proficient with the Microsoft Office suite.
• Positive and proactive, with an exceptional work ethic and the ability to inspire others.

Our Client's Values:

• They work hard
• they ensure no task is left unfinished.
• They are clear communicators
• they make sure information is simple and easy to digest.
• They are specialists
• they are continually improving their skills and knowledge.
• They stand out
• they are committed to offering a memorable and unique service.
• They are here for you
• they are supportive to help ensure a smooth journey.

What They Can Offer You They believe in rewarding great work.

For this role they offer the following benefits from day one:

• £29,000 - £35,000 per annum (dependent on experience)
• 25 days plus bank holidays, increasing annually to 30
• Health Cash Plan
• Cash back for Dental, optical, and other treatments
• Employee discounts across a range of products and services
• Variety of salary sacrifice benefits such as tech vouchers, dental and holiday buy
• Company pension scheme
• matching up to 5%
• Income protection insurance
• Life assurance policy
• Enhanced family leave (upon completion of probation)
• Cycle to work scheme
• Employee Assistance Programme

Why Join Our Client:

• A supportive, people-first culture.
• Opportunities for growth and development.
• A chance to make a real impact during life's most challenging times.
• Hybrid and flexible working options to suit your needs.

Hiring Process

• What to Expect They like to keep things clear and straightforward.

Here's what you can expect:

Application review

They review applications on a rolling basis and will contact you when shortlisted.

Interview

This is your competency-based interview, including a brief hypothetical complaint exercise, with the Risk and Compliance Director, up to 90mins.

Feedback

They will contact you following your interview, typically within 1 week.

Support

They want everyone to feel comfortable and confident throughout their hiring process.

If you have a medical condition or need any adjustments, whether that's for an interview or any part of the process, please let them know.

They are happy to have a conversation about how they can best support you.

Equality, Diversity and Inclusion Our client is committed to creating a workplace where everyone feels welcome, respected, and able to thrive.

They believe in equal opportunities for all and ensure that every hiring decision is based on merit, skills, and experience

They are proud to foster an inclusive environment where individuality is celebrated and diverse perspectives are valued across everything they do.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).