Customer Complaints Handlers (x3) - Central Birmingham Temporary Contract: 6-12 months Full-Time | Full Training Provided (3-week Training Programme) Our client, a respected organisation based in Central Birmingham, is looking to recruit three experienced Customer Complaints Handlers on a temporary basis. This is an excellent opportunity to join a supportive and customer-focused team making a real difference for consumers across England and Wales. Key Responsibilities: Take full ownership of unresolved complaint cases, managing all stages of the review and resolution process. Act as the main point of contact for the complainant, ensuring fair, impartial decision-making and that consumers are fully heard. Handle incoming calls from both household and business customers, offering advice and identifying complaints that require further investigation. Conduct outbound calls to consumers and water companies to gather information, discuss findings, and work towards resolution. Engage in continuous service improvement by collaborating with internal teams. Develop a solid understanding of issues affecting water consumers. Escalate complex complaints when needed and provide well-prepared briefings for management. Stay updated and share best practices in complaint handling with colleagues. Maintain high standards in all complaint handling and correspondence. Draft clear, concise letters and decisions, including formal challenges to water ...