Complaints Handler

Complaints Handler

Red Recruitment is recruiting an Complaints Handler to join our client, a leading provider of telecommunications, connectivity, and managed technology solutions.

As a Complaints Handler, you will take ownership of business customer complaints and escalations from initial receipt through to resolution, ensuring concerns are handled professionally, fairly, and within agreed service levels while delivering an exceptional customer experience.

This is a Business to Business Complaints role.

Benefits & Package for an Complaints Handler:

Salary: £29,000 - £33,000 per annum
Hours: Monday - Friday, 9am - 5:30pm
Contract: Permanent
Location: Solihull
33 days holiday (including Bank Holidays)
Referral Bonus - Recommend a friend
Employee Assistance Programme
Private Medical Insurance after probation
Enhanced Maternity and Paternity Pay
Salary sacrifice schemes including pension, cycle to work, and electric car leasing
Private medical cover
Discounted health plans
Virtual GP access
Eye care scheme
Ongoing training and development opportunities

Key Responsibilities of an Complaints Handler:

Take ownership of customer complaints from initial receipt through to final resolution, ensuring accountability throughout the entire process
Acknowledge complaints within agreed service levels and set clear expectations regarding timelines and next steps
Conduct detailed investigations by gathering information from internal systems, service records, customer interactions, and stakeholder feedback
Work closely with technical and operational teams to identify issues, validate findings, and agree appropriate resolutions
Identify root causes and support the implementation of both immediate corrective actions and long-term preventative measures
Prepare clear and professional written responses, translating technical information into customer-friendly language
Provide structured resolution plans, including corrective actions, timescales, and service recovery solutions where appropriate
Maintain accurate records of complaint cases, actions taken, and outcomes for reporting and audit purposes
Act as an escalation point for complex customer issues, including service disruptions, contractual disputes, and high-priority complaints
Manage customer expectations through regular communication and proactive updates
Support senior stakeholders by preparing case summaries, timelines, and briefing information for complex complaints
Collaborate with internal teams to ensure complaint resolution activities are prioritised and delivered effectively
Identify trends, risks, and opportunities for service improvement through complaint analysis and reporting
Ensure complaint handling activities comply with relevant regulations, contractual obligations, and internal policies
Deliver a positive customer experience that helps rebuild trust and confidence, even in challenging situations

Key Skills and Experience of an Complaints Handler:

Previous experience handling complaints, escalations, or customer resolutions within a regulated industry
Excellent written communication skills with the ability to simplify complex or technical information
Strong analytical, investigative, and problem-solving abilities
Experience working across multiple departments to achieve successful customer outcomes
Ability to remain calm, professional, and customer-focused when managing challenging situations
Strong stakeholder management and relationship-building skills
Excellent organisational skills with a high level of attention to detail

Experience within telecommunications, managed services, IT services, or a similar technical environment is advantageous
Knowledge of ITIL principles, including Incident, Problem, and Service Management, is desirable
Experience using ServiceNow, Freshservice, or other IT service management platforms is beneficial
ITIL Foundation certification is desirableIf you have the relevant skills and experience required for this Complaints Handler role and are interested in joining a growing organisation, please apply now!

Red Recruitment (Agency)