Hybrid: Customer Relations & Complaints Lead (Estate Probate)

Get Staffed Online Recruitment Limited; West of England; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Health Cash Plan

Employee discounts

Salary sacrifice benefits (tech,Dental

Pension matching up to 5%

Income protection

Life assurance

Enhanced family leave

Cycle to work

Employee Assistance Programme

Job summary

Get Staffed Online Recruitment Limited is seeking a Customer Relations Officer and Complaints Handler in Bristol. The role covers full ownership of complaints from customers and partners, resolving issues to high standards while aligning with regulatory requirements.

You will be the primary contact for escalations, analyze trends from feedback, and collaborate with service delivery teams to improve processes and training. Hybrid working and a supportive, proactive culture are offered.

Qualifications

• 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).
• Proven track record of reducing complaint levels and resolving high-level complaints.
• Experience handling complaints within probate, estate administration or bereavement.

Responsibilities

• Take full ownership of complaints from customers and business partners, resolving them to the highest standard and in line with industry regulations.
• Act as the visible, approachable first point of contact for colleagues escalating complaints.
• Prioritise high-level complaints and liaise with the Legal Ombudsman on escalated cases.
• Take ownership of negative customer reviews and feedback, aiming for a positive resolution.
• Provide trend analysis of complaints and customer feedback to improve training and reduce complaints.
• Work with Service Delivery and Personal Estate Managers to embed complaints handling best practice.

Skills

Complaint handling

Customer resolution

Analytical thinking

Excellent communication

Microsoft Office

Tools

Microsoft Office

Job description

Get Staffed Online Recruitment Limited is seeking a Customer Relations Officer and Complaints Handler in Bristol. The role covers full ownership of complaints from customers and partners, resolving issues to high standards while aligning with regulatory requirements.

You will be the primary contact for escalations, analyze trends from feedback, and collaborate with service delivery teams to improve processes and training. Hybrid working and a supportive, proactive culture are offered.