Complaint Specialist

What does the role involve?

As part of our small, friendly, and collaborative team, you'll take ownership of escalated customer complaints that couldn't be resolved at first contact. Your role will involve investigating each case thoroughly—reviewing records, speaking with customers, and collaborating with internal teams to uncover what happened and reach the right outcome.

You'll need to be confident and empathetic in your communication—whether over the phone or in writing—and be able to explain decisions clearly and compassionately.

Key responsibilities include:

• Speaking with customers to understand concerns and keep them informed throughout the investigation

• Listening to call recordings and reviewing relevant documentation

• Investigating cases thoroughly to identify what went wrong

• Collaborating with internal teams to gather insights and context

• Writing clear, well-reasoned formal response letters

You'll begin with a month of in-person training at our Newbury office to immerse yourself in our values and ways of working. After that, you'll transition to a hybrid working model with a minimum of 2 office days per week.