Complaints Adviser

Complaints Adviser page is loaded## Complaints Adviser locations:
Manchester time type:
Full time posted on:
Posted Todayjob requisition :
R7603
** At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
***
* Job title:

Complaints Adviser*
* ** Contract type:
Fixed Term Contract - 27 April until 27 November 2026*
* *
* Location:

Manchester*
* ** Salary: £24,500 to £26,900*
* ** Working arrangements:
Hybrid – two days a week in the office
** As our Complaints Adviser you’ll play a key role in resolving customer complaints with professionalism, empathy, and a focus on fair outcomes. You’ll bring clarity to complex situations and help ensure every customer feels heard and supported. You’ll work closely with colleagues across AQA to deliver responses that reflect our values and uphold our commitment to high-quality service.

You’ll support the complaints team by delivering timely, high-quality responses that contribute to positive experiences for customers and stakeholders. You’ll help strengthen trust in AQA by conducting thorough investigations, making fair decisions, and ensuring outcomes align with organisational policies and regulatory requirements. Your work directly supports learners and helps improve processes across AQA.
** Key responsibilities
** In this role, you’ll be responsible for:
* Meeting service level agreements for complaint response times
* Conducting full and thorough investigations that lead to accurate, fair, and balanced outcomes
* Working collaboratively with stakeholders across AQA to gather information and resolve issues effectively
** What we are looking for
** You’ll thrive in this role if you’re someone who brings empathy, attention to detail, and confidence when handling complex or sensitive matters. You’ll need:
* Experience in effective complaints handling
* Strong written and verbal communication skills, as much of the role will involve email communication
* Excellent attention to detail and accuracy
* The ability to manage a varied caseload and prioritise in a fast-paced environment
* The ability to handle sensitive or confidential information with discretion
** What’s in it for you
** You’ll enjoy a role that offers:
* Opportunities to develop expertise in complex and sensitive case handling
* Exposure to a wide range of teams, policies and processes across AQA
* A supportive team environment that values continuous improvement
* Flexibility to support your wellbeing and work-life balance
* The chance to make a meaningful difference to the customer experience and AQA’s wider operations
** Diversity and inclusion statement
** At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity.

We welcome applications from individuals of all backgrounds and lived experiences.
** Application process
*** To apply, please submit your CV and a cover letter outlining your suitability for the role by
** 23.59 on*
* ** Sunday 08 March.
*** Interviews will take place on 18, 19 and 20 March in our Manchester office.**#CRE
23
**** Recruitment Agencies
** We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.# # #
** Full

Job Description
**** Summary
* * The purpose of the role is to support the Complaints team with the delivery of timely, quality responses for our customers and occasionally to assist colleagues in other departments in offering excellent customer service when resolving complaints. The complaints adviser will need to provide the best outcome for the customer,…