Complaints Handler

Location: Aston

Complaints Handler 12 Month Fixed-Term Contract | £28,000 per annum | Staffordshire Safer Hand Solutions are proud to be supporting our client in the recruitment of a Quality & Complaints handler for a 12-month fixed-term contract. This is an excellent opportunity for an experienced complaints professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer outcomes.

We are looking for someone who can confidently manage a high volume of complaints, follow established processes, and ensure all cases are investigated and resolved professionally and efficiently.

The Role As a Quality & Complaints Officer, you will take ownership of the complaints process from initial receipt through to resolution. You will investigate customer concerns, liaise with internal stakeholders, identify trends, and ensure complaints are handled in line with company procedures and regulatory requirements. The role will also involve reviewing customer interactions and supporting continuous improvement initiatives across the business.

Key Responsibilities Manage and resolve customer complaints from start to finish. Investigate complaints thoroughly and provide clear, professional written responses. Ensure all complaints are logged, tracked, and handled in line with company procedures. Identify recurring issues and report on complaint trends. Liaise with internal teams to obtain information and agree appropriate resolutions. Review customer interactions, calls, and records to gather relevant facts.

Support quality assurance activities and process improvement initiatives. About You To be successful in this role, you will have:
Previous experience in a complaints handling role. Experience working within a contact centre, customer service environment, financial services business, or another large-volume complaint handling operation. Excellent written English with the ability to produce professional and accurate correspondence. Strong communication and interpersonal skills. Exceptional organisational skills and attention to detail. A process-driven approach with the ability to manage multiple cases simultaneously.

Confidence working with systems and Microsoft Office applications. The ability to remain calm and professional when dealing with complex or sensitive situations. Salary & Benefits Salary up to £28,000 per annum 12 Month Fixed-Term Contract 25 days holiday plus bank holidays Company pension scheme Employee wellbeing support Additional company benefits available Complaints Handler Complaints Officer