Remote Customer Complaints Specialist – Empathetic Resolutions

Essential Employment; London Borough of Bromley; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Essential Employment seeks a Customer Complaints Specialist to manage and resolve complaints in a regulated environment. The role is home-based with occasional travel to South East London and requires strong communication and empathetic handling of sensitive issues.

You will investigate complex cases, perform root-cause analysis, and maintain CRM records while contributing to continuous improvement and ensuring timely customer resolutions.

Qualifications

• Proven experience in managing and resolving complaints in a regulated environment.
• Excellent communication skills and ability to handle sensitive conversations with empathy and professionalism.
• Experience investigating complex issues and performing root-cause analysis.
• Diligent record-keeping in CRM systems and ability to manage a varied caseload.

Responsibilities

• Investigate complaints and provide fair, timely resolutions.
• Perform root-cause analysis and document findings.
• Maintain accurate records in CRM systems.
• Liaise with customers and internal stakeholders.
• Work from home with occasional attendance in South East London.

Skills

Complaint handling

Customer service

Root-cause analysis

Empathy in communication

CRM familiarity

Tools

CRM software

Job description

Essential Employment seeks a Customer Complaints Specialist to manage and resolve complaints in a regulated environment. The role is home-based with occasional travel to South East London and requires strong communication and empathetic handling of sensitive issues.

You will investigate complex cases, perform root-cause analysis, and maintain CRM records while contributing to continuous improvement and ensuring timely customer resolutions.