Complaints Handler (Hybrid Working)

Wigston, Leicestershire | Hybrid Working | £12.71 per hour | Monday-Friday | 3-Month Temporary Contract

Complaints Handler

Location: Wigston, Leicestershire (Hybrid Working)

Pay: £12.71 per hour

Hours: Monday-Friday, 9:00am-5:00pm

Contract: 3 Months (Temporary)

Start Date: 1st September

We're recruiting on behalf of a well-established national organisation for an experienced Complaints Handler to join their customer relations team on an initial 3-month temporary contract.

This is an excellent opportunity for someone with experience investigating and resolving formal complaints, particularly within financial services, banking, insurance, housing or other regulated environments. The role offers a hybrid working pattern following an initial induction period.

The Role

As a Complaints Handler, you'll manage complaints from initial receipt through to resolution, ensuring every case is investigated thoroughly and responded to professionally.

You'll be responsible for reviewing information, liaising with internal departments, gathering evidence and producing well-written, empathetic response letters that meet company standards and timescales.

This role requires excellent written communication, sound judgement and the ability to handle sensitive situations professionally.

Key Responsibilities

• Acknowledge and log formal customer complaints.
• Investigate complaints by gathering information from internal teams.
• Review evidence and establish the facts of each case.
• Draft professional, clear and empathetic written complaint responses.
• Ensure complaints are resolved within agreed service levels.
• Maintain accurate records throughout the investigation process.
• Liaise with internal stakeholders to obtain information and updates.
• Escalate complex cases where appropriate.
• Identify trends and highlight opportunities for service improvement.

About You

We're looking for someone who is organised, analytical and confident dealing with complex customer issues.

You'll ideally have experience working within a regulated environment where complaint handling and written communication are key.

Essential

• Previous experience handling formal customer complaints.
• Excellent written communication and report-writing skills.
• Strong investigation and problem-solving abilities.
• High attention to detail.
• Confident using Microsoft Office.
• Ability to manage multiple cases and meet deadlines.

Highly Desirable

• Experience within banking, financial services, insurance or credit control.
• Experience working for the Housing Ombudsman, Financial Ombudsman or another regulated complaints function.
• Experience interpreting policies, procedures and regulations.

What's on Offer

• £12.71 per hour.
• Hybrid working.
• Monday-Friday, 9:00am-5:00pm.
• Immediate opportunity with a respected national organisation.
• Friendly and supportive team environment.
• Valuable experience within a professional complaints handling function.