Part-Time Complaints Specialist — Oakham Office

Vanilla Recruitment; Oakham; On-site; GBP 27,000 - 29,000; Part time

Benefits offered by this job

Free parking

Onsite café

Oakham office

Job summary

Vanilla Recruitment is representing a growing and customer-focused organisation in Oakham seeking a skilled part-time Complaints Handler. The role focuses on resolving customer concerns, delivering fair outcomes and enhancing the overall customer experience.

The position is 18-20 hours per week, Tue & Thu 9:00–15:30 (with potential for an extra day). It is 100% office-based in Oakham with free on-site parking and an onsite café.

Qualifications

• Extensive prior experience in an office-based customer service or complaints handling role.
• Strong written and verbal communication to explain decisions clearly and professionally.
• Proficient with customer databases and Microsoft Office applications.
• Willingness to attend initial training in Winchester for 3-5 days (travel and accommodation covered).
• Excellent attention to detail and ability to assess information objectively and fairly.
• Good organisational skills to manage competing priorities and meet deadlines.

Responsibilities

• Manage an allocated caseload of customer complaints and ensure timely resolution.
• Gather and review information from internal teams and external partners to establish facts.
• Prepare clear, professional, and empathetic final response letters.
• Ensure all complaints are handled in line with FCA requirements and internal procedures.
• Identify trends and root causes; escalate concerns and recommend improvements.
• Collaborate with customer service, claims, underwriting and compliance teams.

Skills

Customer service experience

Complaints handling

Written communication

Verbal communication

MS Office

Attention to detail

Organisational skills

Empathy

Tools

CRM systems

Microsoft Office

Job description

Vanilla Recruitment is representing a growing and customer-focused organisation in Oakham seeking a skilled part-time Complaints Handler. The role focuses on resolving customer concerns, delivering fair outcomes and enhancing the overall customer experience.

The position is 18-20 hours per week, Tue & Thu 9:00–15:30 (with potential for an extra day). It is 100% office-based in Oakham with free on-site parking and an onsite café.