Customer Complaints Specialist

Customer Complaints Specialist | Remote | £13.70 per Hour | Fully remote, Pension | Full-Time, Sunday–Thursday, 9am–6pm | Ongoing, Temp to Perm Contract

Are you an experienced Customer Complaints Specialist with strong complaints-handling skills and at least two years’ experience working remotely? A growing business is seeking a highly organised professional to join its Operations team. You will manage client complaints from receipt through to resolution, ensuring each case is investigated fairly, communicated professionally and accurately recorded. As a Customer Complaints Specialist, you will protect client relationships, identify service risks and help improve service quality and accountability across the department.

• Investigate complaints thoroughly, impartially and in line with company procedures.
• Draft clear and professional responses explaining findings and outcomes.
• Maintain complete, accurate and audit-ready records within the complaints portal.
• Monitor unassigned emails and live chats, identifying risks before they escalated.
• Prioritise urgent issues and work independently during weekend shifts.
• Complete detailed end-of-shift handovers to maintain service continuity.
• Escalate technical issues and recommend improvements to systems and processes.
• Achieve personal targets aligned with operational KPIs and service standards.

• Demonstrate previous client-facing, complaints-handling and customer service management experience (2+ years)
• Possess excellent written and verbal communication skills.
• Remain calm, confident and professional when managing challenging situations.
• Show strong administration, organisation and record-keeping abilities.
• Take ownership of decisions while balancing multiple priorities.
• Confidently support and constructively challenge colleagues when required.
• Work comfortably across digital systems and internal platforms.
• Understand professional responsibilities relating to GDPR and equality legislation.

This fully remote Service Delivery Consultant position requires a minimum of two years’ home-working experience and a dedicated, private, distraction-free workspace. Applicants must be available to start on or before 1 September 2026. Initial virtual training will run Monday to Friday, 9am–5pm, for the first week. Standard hours will then be Sunday to Thursday, 9am–6pm.