We’re looking for an experienced Executive Complaints Handler to act as the final escalation point for our customers. This is a critical, high-impact role where you’ll manage the most complex and sensitive complaints, including those escalated to CEO level, MPs, Media, Ombudsman and third-party agencies. You’ll play a key role in protecting customer trust, ensuring regulatory compliance, and balancing excellent customer outcomes with sound commercial decision-making. What you’ll be doing Resolve high-level and executive complaints to a consistently high standard, within agreed timescales and SLAs Prepare and submit detailed, high-quality case files for the Ombudsman and third parties Confidently challenge third-party decisions using fact-based evidence and strong negotiation skills Deliver fair and compliant customer remedies in line with regulations and internal frameworks Communicate with customers using their preferred contact method, aiming for swift and effective resolution Balance customer expectations with commercial considerations to achieve positive outcomes Identify complaint trends and share insights to support continuous improvement initiatives Work closely with Complaint Champions and improvement teams to reduce repeat issues and frontline escalation Build and maintain strong working relationships with third-party organisations Ensure all systems are updated with accurate and complete information Maintain full compliance with regulatory requirements, GDPR and quality standards Act as a mentor and subject-matter expert, supporting learning and development across the business Contribute to improving complaint frameworks and processes in partnership with the Executive Complaints Team Manager What success looks like Consistently achieving high-quality complaint resolutions Clear, thorough case files that deliver the right customer and commercial outcomes Meeting all agreed KPIs, SLAs and QA standards Providing constructive feedback that drives meaningful improvement Actively taking ownership of your professional development What we’re looking for Proven experience handling high-level or executive complaints in a fast-paced, technically skilled environment Experience responding to and managing requests from the Ombudsman or other third-party bodies Strong commercial judgement alongside a customer-first mindset Confidently managing demanding caseloads under pressure Demonstrable negotiation skills in customer-facing and third-party scenarios Previous experience in Telecoms, Energy or Water (essential) Strong understanding of complaint handling frameworks and regulatory requirements Our Story At Clear Business, we exist to make life easier for small businesses and more fulfilling for the people who work here. For over 20 years, we’ve been one of the UK’s leading providers of essential services, offering a unique one-stop solution across Phone, Broadband, Mobile, Water, Gas, Electricity, Payment Services and Insurance. Our journey has been shaped by innovation, customer focus and the passion of our colleagues. Along the way, we’ve earned recognition including Investors in People, The Northern Contact Centre Awards, Learning at Work Week Awards and, most recently, the ‘One to Watch’ award from Best Companies, a fantastic reflection of our culture and commitment to excellence. In return for your hard work, you’ll get Your core benefits: At Clear Business, we know great people make a great company. That’s why we offer a benefits package designed to help you thrive personally and professionally. Pension contributions and life assurance coverage to support your future and protect what matters most. 25 days’ annual leave, increasing to 28 days with service. Your birthday off every year – because you deserve it. Flexibility to buy up to 10 extra holidays or sell up to 5 days annually. Exclusive discounts at popular high street and online retailers. Cycle to work scheme and travel loans for people wanting a greener commute. Access to LinkedIn Learning. Wellbeing & support: 24/7 access to a GP, mental health support and fitness programmes. Free legal and financial advice. A strong focus on wellbeing, supported by resources to help you feel your best. The important extras: Hybrid working - up to three days a week from home. Charity fundraising and volunteering opportunities Fantastic on-site facilities, including a free gym and free parking. A full-time, permanent contract (37.5 hours per week). No weekends and every bank holiday off. What happens next If you’re ready for a new challenge with great benefits and a supportive, award-winning company, we’d love to hear from you. Click ‘Apply’ today and take the next step in your career with Clear Business. Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams. All successful candidates will be subject to pre-employment checks. Please note: this vacancy may close early if we receive a high volume of suitable applications. LI-JC1