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.

• 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)

• 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.