Senior Complaints Resolution Lead (High-Volume SLAs)

Civic Recruitment Limited; Walsall; On-site; GBP 28,000 - 41,000; Part time

Job summary

Civic Recruitment Limited in Walsall, United Kingdom, is seeking a Senior Customer Complaints Coordinator on a 4-month contract. You will manage a high-volume caseload of customer complaints, delivering fast, accurate, and compliant resolutions within SLA guidelines.

The role requires exceptional attention to detail, strong multitasking, prioritisation, and effective communication across multiple channels in a regulated environment. A dynamic, target-driven environment is expected.

Qualifications

• Fast-paced, high-volume complaints or customer service experience.
• Experience delivering compliant outcomes under SLAs.
• Experience in regulated environments is desirable.

Responsibilities

• Handle and resolve up to 100 customer enquiries/complaints per day in line with SLA requirements.
• Deliver accurate, compliant, high-quality resolutions within tight deadlines.
• Manage a high-volume caseload, ensuring cases are tracked, progressed, and closed efficiently.
• Prioritise workload to meet competing demands and deadlines.
• Maintain high attention to detail when reviewing and processing cases.
• Provide clear and professional communication to customers across multiple channels.
• Take ownership of complex complaints and escalate when necessary.
• Ensure resolutions comply with regulatory requirements and internal policies.
• Support continuous improvement by identifying trends and process enhancements.

Skills

Attention to detail

Multitasking

Prioritisation

Communication

Resilience

Data handling

Job description

Civic Recruitment Limited in Walsall, United Kingdom, is seeking a Senior Customer Complaints Coordinator on a 4-month contract. You will manage a high-volume caseload of customer complaints, delivering fast, accurate, and compliant resolutions within SLA guidelines.

The role requires exceptional attention to detail, strong multitasking, prioritisation, and effective communication across multiple channels in a regulated environment. A dynamic, target-driven environment is expected.