Complaints Specialist

Job description

Complaints Specialist

Bournemouth | Up to £35,000 DOE | Monday to Friday | Permanent

TeamJobs are recruiting for an experienced Complaints Specialist to join a growing and successful business based in Bournemouth.

This is a fantastic opportunity for someone with a background in complaints handling, customer resolutions or regulated customer service who enjoys investigating complex issues, finding solutions and delivering excellent customer outcomes.

You'll be joining an established business within the renewable energy sector, playing a key role in managing customer complaints, ensuring regulatory compliance and improving the overall customer experience.

As a Complaints Specialist, you'll benefit from:

• Competitive salary of up to £35,000 DOE

• 33 days' annual leave, including bank holidays

• Monday to Friday working hours

• Optional overtime opportunities

• Performance-related salary reviews

• Career progression and development opportunities

• Company sick pay and pension scheme

• Employee referral scheme offering up to £1,000 per successful referral

• Eye care vouchers, paid social events and team lunches

• Free refreshments and snacks in the office

As a Complaints Specialist, your responsibilities will include:

• Managing customer complaints from initial enquiry through to resolution

• Investigating complaints thoroughly and providing clear, professional written responses

• Ensuring complaints are handled within company and regulatory timescales

• Managing escalated complaints, including cases referred to the Ombudsman

• Supporting complaints reporting to senior management and regulatory bodies

• Identifying recurring issues and recommending improvements to processes

• Providing feedback and guidance to customer service teams to improve service standards

• Working closely with internal departments to resolve customer concerns efficiently

• Maintaining accurate records and ensuring compliance with relevant regulations

As a Complaints Specialist, you'll need:

• At least 1 year's experience in a complaints-handling role, ideally within a telephone-based environment

• A good understanding of complaints procedures and regulatory requirements

• Excellent written and verbal communication skills

• Strong investigation and problem-solving abilities

• The confidence to handle challenging conversations professionally and empathetically

• Excellent organisational skills and attention to detail

• Experience dealing with the Financial Ombudsman Service or other regulatory bodies would be advantageous

• Experience managing Trustpilot or other customer review platforms would be beneficial

• A proactive approach to improving customer satisfaction and internal processes

Interested?

If you're an experienced Complaints Handler, Complaints Advisor, Customer Resolutions Specialist or Complaints Executive looking for your next opportunity, we'd love to hear from you!

Apply today or contact Lucy at TeamJobs on (phone number removed) for a confidential chat.

TJCOM

Reference 225825171