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Complaints Handler / Customer Resolution Specialist

United Kingdom, Hassocks Employment contract 28000.00 - 30000.00 GBP / Year · Job Posted May 29, 2026
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Job Responsibility

  • Deliver outstanding customer support across multiple communication channels, ensuring all interactions are handled professionally and empathetically
  • Manage escalated complaints and complex customer issues, working to achieve positive outcomes and restore customer confidence
  • Support service quality and operational standards, contributing ideas and feedback to improve the customer experience
  • Review and process refund approvals in line with company procedures and guidelines
  • Work collaboratively with internal departments to ensure consistent communication and a seamless customer journey
  • Take a proactive approach to identifying customer needs and resolving potential issues before they escalate
  • Participate in team discussions and continuous improvement initiatives, sharing insights and recommendations to enhance processes and performance.

Requirements

  • Previous experience in complaints handling, customer service, or customer resolutions
  • Strong communication and interpersonal skills with the ability to remain calm under pressure
  • Excellent problem-solving abilities and a customer-first mindset
  • Ability to handle sensitive situations with professionalism, empathy, and attention to detail
  • Comfortable working collaboratively within a team-focused environment
  • Organised, adaptable, and able to manage multiple priorities effectively.

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