Complaints Handler - Robert Walters : Job Details

COMPLAINTS HANDLER

Salary: up to £30k doe

Location: Wythenshawe - ONSITE role

Contract: Permanent

Hours: Mon-Fri (35hrs)

Keywords: customer service, complaints resolution, quality assurance, regulatory compliance, data protection, collaborative environment, supportive team, flexible working opportunities

An exciting opportunity has arisen for a Complaints Handler to join a highly respected organisation in Wythenshawe. Offering a salary of up to £30,000 depending on experience, this role is ideal for someone who thrives on delivering exceptional customer experiences, resolving complaints with empathy and professionalism, and ensuring quality standards are consistently met.

The role:As a Complaints Handler, you'll play a pivotal role in protecting and enhancing the organisation's reputation by ensuring every customer interaction meets the highest standards of care. Your caseload will range from straightforward enquiries to sensitive, complex matters-including bereavement cases-requiring both technical know-how and emotional intelligence.

Key responsibilities:

• Respond promptly and professionally to complaints, ensuring cases are handled with care, sensitivity, and in line with regulatory requirements including GDPR and the Data Protection Act.

• Investigate complex issues by gathering information from multiple sources such as internal systems, external partners, and direct customer contact.

• Maintain accurate and transparent records throughout the complaint lifecycle.

• Collaborate with colleagues across departments to resolve escalations efficiently, sharing best practices to enhance service quality.

• Monitor complaint trends to identify recurring issues, recommending improvements to processes and customer satisfaction.

• Produce detailed reports on complaint outcomes and quality metrics for management review.

• Handle bereavement cases compassionately, liaising with next of kin, solicitors, and other stakeholders.

• Ensure all written and verbal communications are clear, empathetic, and tailored to customer needs.

• Contribute to process improvements, including creating tools and resources to streamline complaint handling and reporting.

• Participate in training to stay up-to-date on industry regulations, company policies, and best practices.

What you'll bring:

• Proven experience in customer service, ideally in regulated environments such as contact centres or financial services.

• Demonstrated success in handling complaints-especially sensitive cases-with empathy and professionalism.

• Strong knowledge of GDPR and data protection regulations, with the ability to manage confidential information responsibly.

• Excellent written and verbal communication skills, with confidence engaging customers and internal stakeholders.

• Proficiency in Microsoft Office (particularly Excel), Outlook, and Teams.

• Ability to investigate complex cases across multiple systems with a keen eye for detail.

• Experience in producing accurate formal documentation in line with company procedures.

Why this company?This organisation is built on a people-first ethos-valuing both customers and employees equally. You'll be part of a culture that champions respect, empathy, and collaboration, with supportive colleagues and leaders who welcome new ideas. The company invests in your professional growth, offers modern tools to make your work easier, and encourages community involvement. Here, your work genuinely matters, and your contributions will be recognised.

Apply todayIf you're ready to bring your expertise in complaints resolution, quality assurance, and customer care to a role where you can truly make a difference, we'd love to hear from you.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates