Complaints Advisor

Complaints Advisor
Leeds Office | Full Time | Monday to Friday | 40 Hours per Week
W Talent is delighted to be partnering with a rapidly growing and forward-thinking organisation within the home services and installation sector. The business is a market leader, delivering innovative, technology-led solutions and high-quality customer experiences across the UK.
With a strong focus on collaboration, continuous improvement, and customer care, the organisation provides a supportive environment where employees are encouraged to develop their skills and progress their careers.
About the Role
As a Complaints Advisor, you will play a key role in investigating and resolving escalated customer complaints in line with company procedures, regulatory requirements, and best practice guidelines.
You will take ownership of complex customer issues, working to deliver fair, timely, and effective resolutions while ensuring a positive customer outcome and protecting the company's reputation.
This is a fast-paced and detail-focused role where empathy, professionalism, and strong communication skills are essential.
Key Responsibilities
* Handle escalated customer complaints received through internal channels and customer feedback platforms.
* Investigate complaints thoroughly in line with company policies and regulatory guidelines.
* Provide clear, fair, and appropriate solutions within required timeframes.
* Take ownership of cases from initial contact through to final resolution.
* Follow up with customers to ensure satisfaction and successful closure of complaints.
* Maintain accurate records of all customer interactions and case details in line with GDPR and company standards.
* Update internal systems accurately and in a timely manner after each activity.
* Work closely with the Compliance team to provide call recordings and supporting information when required.
* Ensure all communication is professional, empathetic, and solution-focused.
* Adapt processes where customers require additional support or special consideration.
* Support colleagues and wider complaints teams where needed to ensure consistent service delivery.
* Adhere to all relevant legislation, manufacturer requirements, and internal policies.
What We're Looking For
At least 12 months' experience in a customer service or complaints-handling role.
Experience managing customer enquiries or complaints through to resolution.
Strong communication skills with a clear and professional telephone manner.
Excellent written English, with strong attention to grammar and accuracy.
A calm and patient approach, especially in challenging situations.
Ability to work effectively in a fast-paced and sometimes pressurised environment.
IT literacy and confidence using internal systems and platforms.
A proactive, solution-focused mindset with a commitment to customer outcomes.
NVQ Level 2 in Customer Service or equivalent qualification.
Customer Service Practitioner Level 3 Apprenticeship.
Experience working within a technical or installation-based industry.
Salary & Benefits
* Monday to Friday working pattern
* 40 hours per week
* 30 days annual leave plus bank holidays
* Private medical insurance (following successful probation)
* Life assurance (4x annual salary) following probation
* Enhanced maternity pay (6 months after one year of service)
* Enhanced paternity pay after one year of service