Complaints Resolution Specialist - Hybrid

Based in our Stockport town centre office - right next to the train station - this role offers hybrid working Monday to Friday 9am-5pm with free parking available.

We’re looking for someone who’s all about doing right by our customers. As a Complaints Specialist, you’ll take ownership of the trickier complaints, making sure every customer gets a fair outcome and feels looked after. You’ll work closely with teams across the business to dig into the details, find solutions, and give extra support to customers who need it most. It’s not just about fixing problems – you’ll spot patterns, share insights, and help mentor others so we’re always delivering the best service possible.

If you’re great at listening, solving problems, and keeping things fair, we want to hear from you.

• Work with our Customer Operations team and other departments to get to the bottom of complaints and put things right, keeping customers at the heart of every decision you make.
• Give extra support to customers who might be vulnerable and make sure they get the best possible outcome.
• Take ownership of complex and executive-level complaints, including writing final response letters and working with the Financial Ombudsman Service.
• Spot patterns through root cause analysis and share insights to help us improve.
• Support and mentor your teammates so we’re always delivering top-quality results.

• Experience resolving complaints, you genuinely care about doing the right thing for customers and take pride in delivering fair, positive outcomes.
• Comfortable taking ownership of complex complaints and seeing them through to resolution.
• You’re calm under pressure and make balanced, customer-focused decisions; and naturally curious, with the ability to investigate issues and understand root causes.
• You value offering support and guiding colleagues, contributing positively to a collaborative team culture.

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Magpie is the surprisingly quick and easy way to declutter and get cash for your stuff, which is why millions of people use us every year to sell their mobile phone, games consoles, tablets, smartwatches, CDs, DVDs, Games, Books, Blu-Rays & much more. We've paid hundreds of millions to our happy customers - the smart, sustainable and trusted way to shop and sell.

As a pioneer in the circular economy, we’ve built a trusted platform using our circular model of recycling, refurbishing, reselling and renting products to give tech a second life and help to reduce e-waste on a massive scale.

We should all feel like we belong. That's why we’re creating a welcoming and inclusive place to work. We know that being different together is our superpower and we celebrate that because it makes us stronger, more creative, and better at what we do. We welcome applications from everyone, so we can make reasonable adjustments to our interview process that meet your needs.

As a music

Magpie employee, you’ll be part of a company that’s making a real difference, redefining how people buy and sell tech, and shaping a greener, more sustainable future. Plus, you’ll have the chance to learn, grow and innovate alongside a team that’s friendly, supportive and always looking ahead!

• 33 days holiday (inclusive of Bank Holidays)
• Holiday purchase scheme on top of your above statutory allowance
• Salary sacrifice pension scheme
• Share save scheme
• Discounts across the music
  
  Magpie product range
• Making a difference – 2 days paid leave for volunteering at a charity of your choice
• Health & wellbeing – Employee Assistance Helpline (EAP) & access to mental health first aiders.