Complaints Specialist

Role Overview

Complaints Specialist – Altrincham (Fully Office Based)

Salary: £26,228 + Bonus (up to £1,200 per year) + Excellent Benefits – 37.5 hours per week, shifts Monday‑Friday 8am‑6pm, plus 1 weekend day every 3 weeks.

Resolving Problems. Restoring Trust. Making Every Outcome Count.

As part of the Customer Resolutions team, you will manage a range of customer complaints from initial investigation through to resolution, reviewing interactions, gathering evidence, liaising with internal departments, and making balanced decisions that are fair, compliant and customer‑focused. No two cases are the same, making this a role for someone who enjoys variety, critical thinking and taking ownership of challenging situations.

• 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 requirements

• 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 outcomes

• Experience in a telecoms customer service contact centre
• 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 effectively

• 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 day