Job Overview About The Role We’re looking for someone who’s all about doing right by our customers. As a Complaints Specialist, you’ll take ownership of the trickier complaints, making sure every customer gets a fair outcome and feels looked after. You’ll work closely with teams across the business to dig into the details, find solutions, and give extra support to customers who need it most. It’s not just about fixing problems—you’ll spot patterns, share insights, and help mentor others so we’re always delivering the best service possible. If you’re great at listening, solving problems, and keeping things fair, this could be the role for you. Here's What You Can Expect To Be Doing Work with our Customer Operations team and other departments to get to the bottom of complaints and put things right. Give extra support to customers who might be vulnerable and make sure they get the best possible outcome. Keep customers at the heart of every decision you make. Take ownership of complex and executive-level complaints, including writing final response letters and working with the Financial Ombudsman Service. Spot patterns through root cause analysis and share insights to help us improve. Support and mentor your teammates so we’re always delivering top-quality results. A Few Things About You You genuinely care about doing the right thing for customers and take pride in seeing issues through to a fair and positive outcome. You’re comfortable owning complex complaints, staying calm under pressure and making thoughtful decisions that put the customer first. You’re naturally curious and like to dig into the detail, working with different teams to understand what’s really going on and how things can be improved. You’re confident communicating clearly and compassionately — especially when supporting customers who may need a little extra care. You don’t just focus on solving today’s problem; you’re keen to spot patterns, share insights and help make things better for the future. You’re also happy supporting and guiding others, contributing to a team that works closely together and takes pride in delivering great service. A Bit About Us musicMagpie is the surprisingly quick and easy way to declutter and get cash for your stuff, which is why millions of people use us every year to sell their mobile phone, games consoles, tablets, smartwatches, CDs, DVDs, Games, Books, Blu-Rays & much more. We've paid hundreds of millions to our happy customers - the smart, sustainable and trusted way to shop and sell. As a pioneer in the circular economy, we’ve built a trusted platform using our circular model of recycling, refurbishing, reselling and renting products to give tech a second life and help to reduce e-waste on a massive scale. Our Benefits As a musicMagpie employee, you’ll be part of a company that’s making a real difference, redefining how people buy and sell tech, and shaping a greener, more sustainable future. Plus, you’ll have the chance to learn, grow and innovate alongside a team that’s friendly, supportive and always looking ahead! 33 days holiday (inclusive of Bank Holidays) Holiday purchase scheme on top of your above statutory allowance! Salary sacrifice pension scheme Share save scheme Discounts across the musicMagpie product range Making a difference - 2 days paid leave for volunteering at a charity of your choice Health & wellbeing - Employee Assistance Helpline (EAP) & access to mental health first aiders and much more