Hybrid Customer Complaints Specialist – Care & Compliance

Bupa UK; Leeds; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

25 days leave

Health insurance

Pension

Annual bonus

Wellbeing program

Flexible working

Employee discounts

Learning & development

Job summary

Bupa UK is seeking a Customer Complaints Handler to support residents, relatives and customers in Leeds. You will manage complaints from receipt to resolution with empathy, ensuring fair treatment and timely responses.

You'll work in a collaborative Risk & Governance team, liaising with care homes, drafting clear replies and identifying improvements. This permanent, hybrid role offers structured development and competitive benefits.

Qualifications

• Excellent written and verbal communication skills.
• Experience handling customer complaints or resolving complex issues.
• Ability to manage sensitive situations with empathy and professionalism.

Responsibilities

• Manage customer complaints from receipt to resolution with timely, professional handling.
• Collaborate with care homes to support investigations and outcomes.
• Draft detailed, accurate, customer-focused responses to complaints and regulatory matters.
• Provide guidance on complaint handling and resolution to colleagues and stakeholders.
• Identify trends and opportunities for service improvement.

Skills

Written communication

Verbal communication

Complaint handling

Empathy

Organisation

CRM software

Tools

CRM systems

Job description

Bupa UK is seeking a Customer Complaints Handler to support residents, relatives and customers in Leeds. You will manage complaints from receipt to resolution with empathy, ensuring fair treatment and timely responses.

You'll work in a collaborative Risk & Governance team, liaising with care homes, drafting clear replies and identifying improvements. This permanent, hybrid role offers structured development and competitive benefits.