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Customer Service Complaints Specialist

United Kingdom, Stockport · Job Posted July 03, 2026
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Job Description

We’re looking for someone who’s all about doing right by our customers. As a Complaints Specialist, you’ll take ownership of the trickier complaints, making sure every customer gets a fair outcome and feels looked after. You’ll work closely with teams across the business to dig into the details, find solutions, and give extra support to customers who need it most. It’s not just about fixing problems - you’ll spot patterns, share insights, and help mentor others so we’re always delivering the best service possible. If you’re great at listening, solving problems, and keeping things fair, this could be the role for you.

Job Responsibility

  • Work with our Customer Operations team and other departments to get to the bottom of complaints and put things right
  • Give extra support to customers who might be vulnerable and make sure they get the best possible outcome
  • Keep customers at the heart of every decision you make
  • Take ownership of complex and executive-level complaints, including writing final response letters and working with the Financial Ombudsman Service
  • Spot patterns through root cause analysis and share insights to help us improve
  • Support and mentor your teammates so we’re always delivering top-quality results

Requirements

  • Experience of working within a complaints role, ideally from a contact centre environment
  • You genuinely care about doing the right thing for customers and take pride in delivering fair, positive outcomes
  • Comfortable taking ownership of complex complaints and seeing them through to resolution
  • Remains calm under pressure and makes balanced, customer-focused decisions
  • Naturally curious, with the ability to investigate issues and understand root causes
  • Enjoys supporting and guiding colleagues, contributing positively to a collaborative team culture

What we offer

  • 33 days holiday (inclusive of Bank Holidays)
  • Holiday purchase scheme on top of your above statutory allowance
  • Salary sacrifice pension scheme
  • Share save scheme
  • Discounts across the musicMagpie product range
  • 2 days paid leave for volunteering at a charity of your choice
  • Employee Assistance Helpline (EAP) & access to mental health first aiders
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