Complaints Specialist

Role: Complaints Specialist
Location: Altrincham (Fully Office Based)
Salary: £26,228 + Bonus (up to £1,200 per year) + Excellent Benefits
Hours: 37.5 hours per week
Shifts: Monday-Friday between 8am-6pm, plus 1 weekend day every 3 weeks

Resolving Problems. Restoring Trust. Making Every Outcome Count.

This is an opportunity for an experienced Complaints Specialist to take ownership of our most complex customer cases, turning challenging experiences into positive outcomes.

As a Complaints Specialist, you'll investigate customer complaints and escalations, identify root causes, and deliver fair, thoughtful resolutions that protect both our customers and our reputation. Working closely with teams across the business, you'll play a key role in ensuring every customer receives a professional, empathetic, and effective service.

We're looking for someone who thrives on investigation, enjoys solving complex problems, and is passionate about delivering excellent customer outcomes.

About the Complaints Specialist Role
As part of the Customer Resolutions team, you'll manage a range of customer complaints from initial investigation through to resolution. You'll review customer interactions, gather evidence, liaise with internal departments, and make balanced decisions that are fair, compliant, and customer-focused.
No two cases are the same, making this an ideal role for someone who enjoys variety, critical thinking, and taking ownership of challenging situations.

Key Responsibilities of a Complaints Specialist

Investigate customer complaints and escalations thoroughly and objectively
Review customer accounts, interactions, and supporting evidence to establish the facts
Identify root causes and recommend appropriate resolutions
Communicate outcomes clearly, professionally, and empathetically
Work collaboratively with internal teams to gather information and drive case resolution
Maintain accurate records and ensure all complaints are handled within agreed timescales
Identify recurring trends and contribute to ongoing service improvements
Deliver fair outcomes that balance customer needs with business requirementsThis role could be perfect for you if you:

Enjoy investigating complex issues and finding the right solution
Are naturally inquisitive and enjoy getting to the root cause of a problem
Communicate with empathy, confidence, and professionalism
Remain calm and objective when dealing with challenging situations
Take ownership and see cases through from investigation to resolution
Build strong working relationships across teams
Are passionate about delivering positive customer outcomesEssential Experience

We're looking for candidates who have worked in a telecoms customer service contact centre environment.
Telecoms industry experience is essential
Strong written and verbal communication skills
Excellent problem-solving and decision-making abilities
Ability to manage multiple cases and prioritise effectivelyWhat's in it for You?

Competitive salary of £26,228
Annual bonus opportunity of up to £1,200
Comprehensive benefits package
Structured training and ongoing development
Opportunity to join a supportive and collaborative team
Genuine career progression opportunities
The chance to make a real difference to customer experiences every dayInterested?
If you're an experienced customer service professional with a background in Telecoms and a passion for investigating issues and delivering excellent customer outcomes, we'd love to hear from you.

Apply todayfor this Complaints Specialist role and help us turn challenging customer experiences into positive resolutions

Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database