Complaints handler

Complaint Handler

📍 Watford (on-site)
💷 Up to £30,000 pro rata
🕒 Shifts between 8am-8pm, Monday-Sunday
📄 Full-time | 6-month FTC (with potential extension)

Are you a strong written communicator with a passion for fair outcomes and great customer service? We're recruiting a Written Complaints Handler to manage and resolve customer complaints with accuracy, empathy, and professionalism.

Key Responsibilities

Investigate and resolve customer complaints in line with company and regulatory standards

Produce clear, high-quality written responses that reflect the company's tone and values

Resolve customer queries including account, system, and retail-related issues

Escalate complex cases where required

Complete administrative and data entry tasks

Attend training to maintain product and regulatory knowledge

Act as a brand ambassador while meeting performance targets (KPIs)

Experience & Skills Required

Previous complaints handling experience in a regulated or customer-focused environment

Excellent written communication skills with a clear, empathetic style

Strong customer advocacy and attention to detail

Ability to work collaboratively and manage multiple stakeholders

Confident using Microsoft Office (Word, Excel, Outlook)

Brook Street NMR is acting as an Employment Business in relation to this vacancy