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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)