Senior Customer Relations & Complaints Specialist

Confidential; West of England, Bath; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Health Cash Plan

25 days holiday

Employee discounts

Salary sacrifice benefits (tech Vouch|

Company pension scheme matching up to

Job summary

Kings Court Trust is seeking a Customer Relations Officer and Complaints Handler in Central Bristol. The role spans Kings Court Trust and Title Research brands, focusing on handling complaints from customers and partners to the highest standards.

You will be the main contact for escalations, analyse trends, train colleagues, conduct audits, and collaborate with service delivery and estate managers to embed best practice. Hybrid and flexible working options available.

Qualifications

• 2+ years in complaints handler or customer resolution role in fast-paced environment.
• Experience handling complaints in regulated industry (FCA, SRA, CLC).
• Proven ability to reduce complaint levels.

Responsibilities

• Own complaints from customers and partners, resolve to high standards.
• Be first point of contact for escalating colleagues.
• Prioritize high-level complaints and liaise with regulators.
• Address negative feedback and seek positive resolutions.
• Provide trend analysis to improve training and reduce complaints.
• Collaborate with Service Delivery and Personal Estate Managers.
• Prepare and deliver best-practice training.
• Perform file audits, call listening, and investigations.
• Collect weekly client satisfaction surveys and present trends.
• Produce MI on trends across channels.

Skills

2+ years experience

Regulated industry experience

Proven complaint reduction

Strong communication

Microsoft Office proficiency

Education

Degree or equivalent

Tools

Microsoft Office

Job description

Kings Court Trust is seeking a Customer Relations Officer and Complaints Handler in Central Bristol. The role spans Kings Court Trust and Title Research brands, focusing on handling complaints from customers and partners to the highest standards.

You will be the main contact for escalations, analyse trends, train colleagues, conduct audits, and collaborate with service delivery and estate managers to embed best practice. Hybrid and flexible working options available.