Senior Complaints & Resolution Specialist

Places for People; Preston; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Bonus scheme 2%

35 days holiday

Healthcare cashback plan

Wellbeing support and EAP

Employee discounts

Job summary

Places for People in the United Kingdom is seeking a Senior Customer Resolution Co-ordinator to lead the handling of complex complaints from investigation to resolution. You will work across the organisation with contractors and teams to ensure issues are understood and resolved fairly, delivering clear and high-quality outcomes for customers.

You will gather evidence, review findings and ensure actions progress in line with policy and regulation.

Qualifications

• Proven experience managing complex or escalated complaints.
• Experience investigating complaints and making balanced decisions based on policy and procedure.
• Ability to review, analyse and appropriately challenge findings to ensure complaints are handled consistently and fairly.
• Strong written communication skills, with experience producing clear and detailed responses for Customers and stakeholders.
• Demonstrable experience managing multiple cases and competing priorities while meeting deadlines and service standards.

Responsibilities

• Take ownership of complex and escalated customer complaints from investigation to resolution.
• Collaborate with operational teams, contractors and stakeholders to understand and resolve issues.
• Gather, review and challenge evidence and ensure actions progress in line with policy.
• Maintain accurate case records and respond within agreed timescales.
• Identify recurring themes and opportunities for service improvement.

Skills

Complex complaints

Investigative reasoning

Evidence review

Written communication

Case management

Job description

Places for People in the United Kingdom is seeking a Senior Customer Resolution Co-ordinator to lead the handling of complex complaints from investigation to resolution. You will work across the organisation with contractors and teams to ensure issues are understood and resolved fairly, delivering clear and high-quality outcomes for customers.

You will gather evidence, review findings and ensure actions progress in line with policy and regulation.