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Complaint Handler Debt & Civil Litigation

Employment contract 26000.00 - 29000.00 GBP / Year · Job Posted May 05, 2026
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Job Description

We are looking for a proactive and detail-focused Complaint Handler to join an award-winning, rapidly expanding organisation within the debt resolution and civil litigation environment. In this role, you will be responsible for managing and resolving complaints in a regulated setting, ensuring fair outcomes and maintaining our commitment to excellence, with a "whatever it takes" attitude. You will play a key role in supporting our risk, compliance, and operational teams, using your strong communication and analytical skills to de-escalate concerns, identify themes, and drive continual improvement. You will also contribute valuable insight through quality assurance audits of frontline staff.

Job Responsibility

  • Managing the day-to-day de-escalation of customer concerns and complaints through inbound and outbound telephone calls, emails and letters
  • Providing clear written outcomes, including bespoke emails and letters, ensuring each complaint is concluded fairly and professionally
  • Identifying and raising trends, themes, and emerging risks with key internal stakeholders
  • Supporting complaint-related projects and initiatives as needed
  • Conducting quality assurance audits of frontline staff to identify learning opportunities and contribute to continuous improvement
  • Providing timely and constructive feedback to support staff development
  • Completing root cause analysis on complaints received to help inform process and service improvements
  • Acting as a subject matter resource for complaint-related queries across the business
  • Assisting the Complaints Team Manager and Quality Assurance Manager with reporting and other ad hoc responsibilities

Requirements

  • Proven experience handling customer complaints or queries by telephone and in writing within a regulated environment
  • Ability to prioritise effectively, manage time well, and work to deadlines
  • Excellent written English with GCSE Grade C/4 or above in English Language
  • Confident use of Microsoft Office, particularly Excel and Word

Nice to have

  • Previous experience working within a Complaint Department, ideally in the Consumer Credit, Financial Services or Legal industry
  • Experience writing concise and professional reports for clients, regulators and internal stakeholders
  • Experience conducting trend analysis to identify root causes and improvement opportunities
  • Experience in civil litigation or within an SRA-regulated firm

What we offer

  • Monday – Friday schedule (36.5 hours per week – no weekend or evening work)
  • Early finish Fridays
  • Dress Down Fridays
  • 30 days holiday (including Bank Holidays)
  • Employee Assistance Programme
  • Newly refurbished offices
  • Free Mersey Gateway bridge pass
  • Free parking
  • Free tea and coffee facilities
  • Free monthly lunch

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