Complaints Handler

Location: Hove

Complaints Handler

Location: Brighton

Salary: £26,000-£30,000 DOE

Hours: Full-time, 35 hours per week

Hunters' client is a well-established service business based in central Brighton are looking for an experienced Complaints Handler to join their busy team, taking ownership of customer complaints and ensuring every issue is resolved professionally and efficiently.

Complaints Handler - The role
As a Complaints Handler, you will investigate customer concerns, liaise with internal teams and engineers, and deliver fair, timely resolutions while maintaining a high standard of customer service.
Key responsibilities

• Manage customer complaints via phone, email and written correspondence.
• Investigate service issues, including repairs, appointments, workmanship and billing queries.
• Liaise with engineers and internal departments to establish facts and agree resolutions.
• Maintain accurate complaint records and provide clear written responses to customers.
• Identify recurring issues and provide feedback to support continuous service improvement.

Complaints Handler - About you

• Previous experience in a complaints handling or customer resolution role.
• Confident managing challenging conversations with professionalism and empathy.
• Strong communication, organisation and problem-solving skills.
• Able to investigate issues thoroughly and make fair, balanced decisions.
• Comfortable working in a fast-paced customer service environment.

Desirable experience

• Experience with in repairs, engineering, facilities management or trade services.
• Knowledge of engineer scheduling or service-related disputes.
• Understanding of consumer rights and service level expectations.
• Experience working within a busy SME environment.
• Passion for delivering excellent customer outcomes.

Complaints Handler - What's on offer?

• £26,000-£30,000 DOE.
• Temporary to permanent opportunity.
• Excellent career development opportunities.
• On-site gym, birthday off and regular social events.
• Central Brighton office with a supportive team environment.