Job Title: Temporary Complaints Handler - 3 months
Location: Covent Garden
Start Date: ASAP
Duration: 3 months
Pay: £19.23
Hours: 09:00 - 18:00 - fully office based
Role Purpose
As a Complaints Handler, you will be the voice of reason for customers, guiding them through their concerns from initial receipt to resolution. Your role is crucial in ensuring that each case is handled professionally, fairly, and in compliance with company policy and regulations.
Key Responsibilities:
Manage a diverse portfolio of customer complaints, ensuring timely resolution.
Conduct thorough investigations by reviewing evidence and collaborating with internal teams.
Assess complaints objectively to deliver fair and balanced outcomes.
Draught clear, professional written responses and engage in sensitive phone conversations.
Identify resolutions that balance customer expectations with organisational needs.
Maintain detailed case notes and ensure compliance with GDPR and company policies.
Essential Skills & Experience:
Proven experience in handling customer complaints or escalated service cases.
Exceptional written and verbal communication skills.
Strong investigative and analytical abilities with a focus on problem-solving.
Ability to manage difficult conversations while making sound decisions.
Highly organised with the capacity to juggle multiple cases independently and collaboratively.
Proficiency in CRM/case management systems and MS Office applications.
Desirable Experience:
Previous experience in a regulated industry.
Familiarity with complex complaint investigations and dispute resolution processes.
Personal Attributes
We're looking for a calm, composed individual who is:
Empathetic yet objective, demonstrating resilience and adaptability.
Naturally curious with an investigative mindset and a fair, impartial approach.
A strong collaborator who takes ownership of their work and maintains professionalism under pressure.
Key Competencies:
Complaint investigation
Dispute & conflict resolution
Customer service excellence
Critical thinking & problem solving
Decision making
Time management & prioritisation
Attention to detail
Performance Measures:
Your success will be measured by SLA achievement, the quality and accuracy of investigations, documentation accuracy, and compliance with procedures and regulations.
Why Join Us?
This is an excellent opportunity to enhance your skills in a supportive environment while making a real difference for customers. If you're ready to take on this rewarding challenge and help resolve customer concerns with finesse, we'd love to hear from you!
Application Process:
To apply, please send your CV and a brief cover letter detailing your relevant experience to (url removed)
Embark on a fulfilling journey with our client, where your contributions will truly matter. Apply now and become an integral part of a team dedicated to customer satisfaction!
Note: This is a temporary position with the potential for growth and further opportunities within the organisation. Don't miss out on this chance to showcase your talents!
Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
Salary description
£18.00 - £20.00 per hour