Hybrid Complaints Resolution Specialist

Brook Street; Nottingham; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Hybrid working Nottingham

Starting salary £25,506

Average bonus £3,000

Comprehensive training

Career development opportunities

Job summary

Brook Street Nottingham is recruiting for a Customer Complaints Handler to join a well-established, customer-focused organisation on a hybrid basis from the Nottingham office. You will manage complaints from initial contact through to resolution, ensuring fair outcomes and compliance with FCA regulations.

We are looking for candidates with experience in complaints handling, customer retention or escalated service, who can communicate clearly, investigate thoroughly and maintain excellent

Qualifications

• Experience handling complaints and resolving issues.
• Experience managing cases from enquiry to resolution.
• Strong track record of working towards performance targets.
• Excellent communication and investigative skills.
• Ability to remain calm and customer-focused in challenging situations.

Responsibilities

• Managing insurance and service-related customer complaints.
• Investigating issues thoroughly to establish fair and appropriate resolutions.
• Taking ownership of complaints from first point of contact through to conclusion.
• Ensuring all cases are handled in line with FCA regulations and internal policies.
• Maintaining excellent customer service standards while achieving performance targets.
• Building positive relationships with customers during often challenging situations.

Skills

Complaints handling

Customer retention

Escalated customer service

Communication skills

Investigative skills

Job description

Brook Street Nottingham is recruiting for a Customer Complaints Handler to join a well-established, customer-focused organisation on a hybrid basis from the Nottingham office. You will manage complaints from initial contact through to resolution, ensuring fair outcomes and compliance with FCA regulations.

We are looking for candidates with experience in complaints handling, customer retention or escalated service, who can communicate clearly, investigate thoroughly and maintain excellent