Hybrid Complex Complaints Specialist

Foundever; Liverpool; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Home working available

Job summary

Foundever is hiring a Complex Complaints Handler in the United Kingdom on a hybrid basis. The role focuses on owning escalated complaints, investigating issues with empathy, and delivering fair, timely resolutions while supporting colleagues and driving service improvements.

You will manage sensitive cases across phone and email, collaborate with stakeholders, and ensure accurate CRM records. The position offers 37.5 hours weekly with a £27,000 annual salary and hybrid working.

Qualifications

• Experience in complaints handling or customer service within a complex or escalated environment.
• Excellent verbal and written communication skills.
• Strong investigative, analytical and critical-thinking skills, with excellent attention to detail.
• High levels of empathy and emotional intelligence.
• The ability to make fair, balanced decisions and exercise sound judgement.
• Resilience and composure when managing challenging or emotionally sensitive conversations.
• A proactive, solutions-focused approach, with a strong sense of ownership and accountability.
• Confidence building relationships and working with internal and external stakeholders.
• Experience providing guidance, coaching or peer support to colleagues.
• Experience using CRM or case-management systems and maintaining accurate records.
• The ability to prioritise workloads and manage time-sensitive cases effectively.
• A commitment to delivering outstanding supporter experiences and contributing to continuous improvement.

Responsibilities

• Take ownership of complex complaints from initial contact through final resolution.
• Investigate issues by asking the right questions and gathering information for timely outcomes.
• Communicate with empathy and clarity, especially in challenging conversations.
• Collaborate with internal and external stakeholders to investigate concerns.
• Coach and share best practices with colleagues to build confidence.
• Identify service failures and recurring themes to drive improvements.
• Make balanced decisions balancing supporter advocacy with business needs.
• Keep accurate records in CRM/case-management systems.
• Maintain confidentiality, data protection and quality standards.
• Represent Foundever professionally in every interaction.

Skills

Complaints handling

Customer service

Investigation

Empathy

Stakeholder management

CRM systems

Tools

CRM software

Job description

Foundever is hiring a Complex Complaints Handler in the United Kingdom on a hybrid basis. The role focuses on owning escalated complaints, investigating issues with empathy, and delivering fair, timely resolutions while supporting colleagues and driving service improvements.

You will manage sensitive cases across phone and email, collaborate with stakeholders, and ensure accurate CRM records. The position offers 37.5 hours weekly with a £27,000 annual salary and hybrid working.