Complaints Handler

This range is provided by Next. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Shift 1: Tuesday-Wednesday 09:00-17:00, Thursday 09:00-16:45, Friday-Saturday 09:00-17:00 (36 hours perm) Permanent role

Shift 2: Sunday 10:00-17:00 Monday-Tuesday 08:00-16:00, Friday-Saturday 10:00-18:00 (36 hours per week) Permanent role

Shift 3: Sunday 10:00-17:00, Monday 08:00-16:00, Thursday-Saturday 10:00-18:00 (36 hours per week) Permanent role

Training: Includes 4-6 weeks of paid, full-time, in-house training.

Schedule:

Monday–Thursday, 9:00 AM – 5:00 PM, Friday 09:00 AM - 16:45 PM.

Start Date: Monday, 5th January.

Are you someone who thrives on helping people and making a real difference? As a Complaint Handler in our Customer Escalations Team, you’ll be part of a small, friendly team dedicated to resolving customer complaints with care and professionalism.

• As a Complaint Handler, you will be responsible for investigating customer complaints, liaising with various areas within the business as required to achieve a resolution within the agreed‑upon timescales.
• You will manage your cases using a diary system, enabling you to prioritise your workload efficiently.
• You will build a great relationship with the customer, finding a resolution to the complaint, making an improvement to a business process or practice and having the satisfaction of turning a complaint around into a positive experience for the customer.
• Additionally, you will speak and write to customers to achieve a satisfactory outcome for the customer and the business, putting yourself in their shoes while using a mix of professional and conversational language.
• It will be key to plan, organise, and prioritise your workloads to ensure deadlines are met for our customers.

• Order Content and Delivery Failure:
  Addressing complaints where the order was either not received (lost or delayed), or the received goods were incorrect, including wrong items sent (wrong size, colour, or product), or were faulty (broken, damaged, or non‑working).
• Carrier and Delivery Complaints:
  Investigating and resolving service‑related issues with third‑party carriers (e.g. Evri), such as lost parcels, poor communication, packages being left in an unsafe location, and failed collections of returns or parcels.
• Return Management Issues:
  Managing administrative problems related to the return process, specifically handling late returns sent back outside the specified return window.
• Safety and Product Integrity Incidents:
  Addressing serious claims related to customer well‑being and product quality, including Safety Incidents (injury or harm caused by a product), Property Damage (damage caused during delivery), and Infestations (pests found in or on a delivered product).
• Service and Conduct Complaints:
  Managing all feedback concerning professional interactions, including Driver Incidents (e.g. speeding, abuse, or vehicle damage) and general Service Complaints regarding the overall delivery experience or interactions with customer service advisors.
• Complex Financial and Delivery Escalations:
  Handling specific, high‑priority issues that require special attention, such as Escalated Failed Deliveries (orders failing three or more times) and complex Escalated ‘Interest Free Credit’ Complaints related to financial options.

• Clear salary expectations, with the potential to earn £16.49 per hour.
• No productivity targets. You’ll handle each case individually, focusing on resolving queries in the most effective and customer‑focused way.
• Develop and refine your communication, problem‑solving, and conflict‑resolution skills while gaining valuable, transferable customer service experience, putting you in the best position to apply for advanced or leadership roles.
• Work within a supportive, collaborative team in a dynamic environment where colleagues are ready to guide and assist, and every day presents a new challenge.

• With previous experience in customer service and complaint handling, you will possess excellent communication skills and attention to detail,…