Customer Relations Officer and Complaints Handler

Confidential; West of England, Bath; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Health Cash Plan

25 days holiday

Employee discounts

Salary sacrifice benefits (tech Vouch|

Company pension scheme matching up to

Job summary

Kings Court Trust is seeking a Customer Relations Officer and Complaints Handler in Central Bristol. The role spans Kings Court Trust and Title Research brands, focusing on handling complaints from customers and partners to the highest standards.

You will be the main contact for escalations, analyse trends, train colleagues, conduct audits, and collaborate with service delivery and estate managers to embed best practice. Hybrid and flexible working options available.

Qualifications

• 2+ years in complaints handler or customer resolution role in fast-paced environment.
• Experience handling complaints in regulated industry (FCA, SRA, CLC).
• Proven ability to reduce complaint levels.

Responsibilities

• Own complaints from customers and partners, resolve to high standards.
• Be first point of contact for escalating colleagues.
• Prioritize high-level complaints and liaise with regulators.
• Address negative feedback and seek positive resolutions.
• Provide trend analysis to improve training and reduce complaints.
• Collaborate with Service Delivery and Personal Estate Managers.
• Prepare and deliver best-practice training.
• Perform file audits, call listening, and investigations.
• Collect weekly client satisfaction surveys and present trends.
• Produce MI on trends across channels.

Skills

2+ years experience

Regulated industry experience

Proven complaint reduction

Strong communication

Microsoft Office proficiency

Education

Degree or equivalent

Tools

Microsoft Office

Job description

Customer Relations Officer and Complaints Handler

Salary: £29,000 £35,000 per annum

Start Date: ASAP

Location: Central Bristol

About Us

This role works across both our Kings Court Trust and Title Research brands.

At Kings Court Trust, we specialise in estate administration, helping families navigate the complexities of dealing with a loved one s estate. Since our founding in 2002, we have remained dedicated to providing a straightforward, supportive and transparent service that puts families first. We also work closely with a network of professional partners, including Will Writers, Financial Advisers, Funeral Directors and Solicitors.

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

Our 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 our 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 We 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.

Desirable:

• Experience handling complaints within probate, estate administration or bereavement.
• Knowledge of the probate and estate administration process.
• A degree-level qualification or equivalent.

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 Values:

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

What We Can Offer You

We believe in rewarding great work. For this role we 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 Us:

• 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

We like to keep things clear and straightforward. Here s what you can expect:

• Application review We 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 We will contact you following your interview, typically within 1 week.
• Support We want everyone to feel comfortable and confident throughout our 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 us know. We re happy to have a conversation about how we can best support you.

Equality, Diversity and Inclusion

We re committed to creating a workplace where everyone feels welcome, respected, and able to thrive. We believe in equal opportunities for all and ensure that every hiring decision is based on merit, skills, and experience nothing else.

We re proud to foster an inclusive environment where individuality is celebrated and diverse perspectives are valued across everything we do.