Customer Complaints Handler/ Customer Escalations Specialist– Hybrid | £27,000 Benefits | Warwick, Warwickshire Join a respected, established and growing organisation in Warwick as a Customer Complaints Handler. We’re looking for someone with strong experience in complaint resolution — someone who can manage situations with empathy, professionalism, and clear communication. This is an excellent opportunity to develop your career within a supportive and collaborative environment. What’s in it for you as a Customer Escalations Specialist: * Salary: £27,000 * Benefits: Private healthcare, critical illness cover & death-in-service cover, Employee Assistance Programme, staff discounts & regular social events * Time off: 25 days annual leave * Hybrid working: 2 days from home, 3 days in the Warwick office * Hours: Monday to Friday, 8:30 am – 5:00 pm (no weekends or shifts) * Perks: Free on-site parking, close to Warwick Parkway Station * Culture: Supportive team environment with full training and ongoing development Your responsibilities as a Customer Escalations Specialist: * Manage and resolve customer complaints from initial contact through to final resolution * Conduct detailed investigations to ensure fair, balanced, and timely outcomes * Draft clear and professional final response letters * Identify root causes and recommend process improvements to enhance the customer experience * Ensure all complaint handling meets FCA regulations and company standards What we’re looking for in a Customer Escalations Specialist: * Proven experience in handling customer complaints (regulated industry experience desirable) * Excellent written and verbal communication skills * Ability to produce well-structured, professional final response letters * Knowledge of FCA guidelines (advantageous but not essential) * A proactive, customer-focused approach with strong problem-solving skills If you’re seeking your next career move in customer complaints resolution, this role offers professional growth, work–life balance, and development opportunities