Complaints Handler

Job Description

About the Client:

Our client is one of the UK’s leading online car servicing providers, connecting customers with a nationwide network of trusted garages through a simple online platform. Their mission is to make car servicing accessible, transparent, and hassle-free at the click of a button.

Following significant year-on-year growth, our client is expanding their customer service team and is seeking an individual to play a key role in delivering outstanding customer support and complaint resolution.

This is an excellent opportunity for someone with strong complaints handling experience who thrives in a fast-paced environment and enjoys solving problems while delivering exceptional customer experiences.

The Role:

As a Senior Complaints Handler, the successful candidate will be responsible for managing complex customer enquiries and complaints, ensuring each case is handled professionally, efficiently, and in line with company procedures.

The role will involve taking ownership of customer issues from start to finish, working closely with internal teams and the client’s garage network to deliver fair and timely resolutions.

This position requires excellent communication skills, sound judgement, and the ability to remain calm and solutions-focused when handling challenging situations.

Responsibilities:

• Manage and resolve customer complaints via phone and email, ensuring a professional and empathetic approach at all times.
• Investigate complex cases thoroughly, gathering information from customers, garages, and internal systems.
• Provide clear, fair, and timely resolutions in line with company policies and service standards.
• Take ownership of customer issues from initial contact through to final resolution.
• Maintain accurate and detailed records of all customer interactions.
• Support the wider customer service team in managing complaint volumes and reducing open case backlogs.
• Identify recurring issues and escalate insights to management to improve processes and customer experience.
• Build strong relationships with customers by demonstrating professionalism, empathy, and a commitment to service excellence.

Requirements:

• Minimum 2 years’ experience in complaints handling or dispute resolution.
• Strong communication skills with the ability to handle difficult conversations confidently and professionally.
• Excellent problem-solving and investigative skills.
• A customer-focused mindset with a passion for delivering high-quality service.
• Ability to remain calm under pressure and manage challenging situations.
• Strong organisational skills and attention to detail.
• Ability to work independently while contributing positively to a team environment.
• Comfortable working in a fast-paced and evolving business.

Benefits:

• Performance-based bonus scheme
• Company pension
• On-site parking
• Opportunity to grow within a rapidly expanding company