Senior Complaints Executive

CCA Recruitment Group; Greater London; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Career development

Free uniform

Free lunches

Collaborative environment

Impactful work

Job summary

CCA Recruitment Group is seeking an experienced Senior Complaints Handler to oversee a portfolio of customer complaints from receipt to resolution. You will investigate thoroughly, gather evidence, and deliver clear, professional responses while ensuring fair outcomes and compliance with timescales.

In this role you will liaise with internal teams and external stakeholders, identify trends, and report insights to drive service improvements.

Qualifications

• Proven experience handling complex customer complaints from end to end.
• Strong investigation and decision-making skills.

Responsibilities

• Manage a portfolio of customer complaints from receipt through to resolution, within timescales.
• Conduct detailed investigations, gathering evidence and reviewing interactions and documentation.
• Produce clear, professional written responses to customers.
• Liaise with internal and external stakeholders to resolve issues.
• Act as escalation point for complex or high-risk complaints.
• Analyse complaint data to identify trends and root causes.
• Prepare regular management information and MI with improvement recommendations.
• Support implementation of corrective actions and continuous improvement initiatives.
• Ensure compliance with regulatory requirements, policies and procedures.
• Maintain accurate case records and notes.
• Coach and support colleagues on best practice.

Skills

Complex complaints

Investigation skills

Written communication

Prioritisation

Stakeholder engagement

Data analysis

Regulatory compliance

Excel / reporting

Regulated environment experience

MI reporting

Tools

Microsoft Excel

Reporting tools

Job description

We are looking for an experienced and customer-focused Senior Complaints Handler to join our team. This is a pivotal role responsible for managing complex customer complaints from initial contact through to final resolution, ensuring fair outcomes and exceptional customer service throughout the process.

You will take ownership of a varied caseload, investigate complaints thoroughly, collaborate with internal and external stakeholders, identify trends and root causes, and provide insightful reporting that helps drive continuous improvement across the business.

This role would suit someone with strong investigative skills, excellent attention to detail, and the confidence to challenge processes and influence positive change.

Key Responsibilities

• Manage a portfolio of customer complaints from receipt through to resolution, ensuring all cases are handled efficiently and within regulatory and company timescales.
• Conduct detailed investigations, gathering evidence and reviewing customer interactions, processes, and documentation.
• Produce clear, professional, and outcome-focused written responses to customers.
• Liaise with internal departments and external stakeholders to gather information, resolve issues, and ensure effective complaint handling.
• Act as an escalation point for complex or high-risk complaints.
• Analyse complaint data to identify emerging trends, recurring issues, and root causes.
• Prepare regular management reports and MI, providing recommendations for service and process improvements.
• Support the implementation of corrective actions and continuous improvement initiatives.
• Ensure compliance with all relevant regulatory requirements, policies, and procedures.
• Maintain accurate records and case management notes throughout the complaint lifecycle.
• Coach and support colleagues on complaint handling best practice where required.

About You

We are looking for someone who can combine excellent customer service skills with strong analytical and problem-solving abilities.

Essential Experience & Skills

• Proven experience handling complex customer complaints from end to end.
• Strong investigation and decision-making skills.
• Excellent written and verbal communication abilities.
• Experience managing multiple cases and prioritising workloads effectively.
• Ability to engage and influence stakeholders at all levels.
• Strong analytical skills with experience identifying trends and producing meaningful reports.
• High attention to detail and ability to work within regulatory frameworks and SLAs.
• Proficient in Microsoft Office, particularly Excel and reporting tools.
• Experience working within a regulated environment.
• Knowledge of complaint handling regulations and industry best practice.
• Experience producing management information and presenting findings to senior stakeholders.

Why Join Us?

• Competitive salary and benefits package.
• Opportunities for career development and progression.
• Free uniform
• Free lunches
• A supportive and collaborative working environment.
• The chance to make a real impact on customer experience and business improvement.

If you are passionate about delivering fair customer outcomes, driving continuous improvement, and taking ownership of complex complaint investigations, we would love to hear from you.