Complaints & Client Resolutions Specialist
Location: Leeds
Reports to: Operations Director / Head of Aftercare & Retentions
Department: Operations
Type: Full-time
Role Summary At Smile White, delivering a premium experience doesn't stop at the sale — and when issues arise, we respond with clarity, care, and action. The Complaints & Client Resolutions Specialist plays a key role in managing complex or escalated customer issues, protecting brand trust while working to deliver commercially responsible outcomes. This role sits at the intersection of customer experience, retention, and operational excellence, working closely with Aftercare, Retentions, and Operations to ensure every issue is fully resolved, documented, and used as a learning opportunity to improve future service delivery. The right person thrives under pressure, communicates clearly and confidently, and knows how to turn a dissatisfied client into a loyal advocate — without defaulting to a refund. They’ll be the team’s voice of reason, escalation point, and a structured force in driving complaint resolution forward with empathy and efficiency.
Key Responsibilities
* Own the end-to-end resolution of client complaints, from investigation to final communication and follow-up.
* Work cross-functionally with Aftercare, Retention's, Treatment Coordination, and Clinical teams to gather case details and implement resolutions.
* Aim to resolve issues without refund wherever possible, while protecting customer confidence and business integrity.
* Maintain clear, accurate records of all interactions in the CRM (HubSpot) and support compliance with Smile White’s internal complaint protocols.
* Identify complaint trends and recurring issues, feeding insights into process improvements and training recommendations.
* Deliver daily/weekly reporting on open complaints, time-to-resolution, risk status, and resolution outcomes.
* Support the Operations and Retention's teams in building a customer-first, solutions-led service culture.
Key Requirements Experience
* 2+ years in a client resolution, complaints handling, or patient relations role.
* Experience within dental, healthcare, or regulated consumer services is highly desirable.
* Familiarity with CRM systems (HubSpot or equivalent) and structured case management processes.
Skills & Attributes
* Calm, confident communicator with strong emotional intelligence and listening skills.
* Able to navigate difficult conversations with empathy, control, and commercial awareness.
* Persistent in getting to the root of the issue, involving the right people, and delivering clear outcomes.
* Structured, organized, and reliable in follow-up and documentation.
* Understands the importance of protecting brand trust while preserving revenue.
* Thrives in a collaborative environment with multiple stakeholders and time-sensitive responsibilities.
Success Indicators
* Reduction in escalated cases and repeat complaints.
* High rates of resolved issues without refund.
* Consistent and timely resolution of open cases.
* Customer satisfaction feedback post-resolution.
* Operational improvements and team awareness driven by complaint insights.
Why Join Smile White?
* Play a pivotal role in protecting customer trust and business reputation.
* Be part of a forward-thinking Operations team at a high-growth brand expanding into the U.S.
* Work in a values-led, supportive environment where “no problems, just solutions” is more than a motto.
* Grow with a company that rewards clarity, ownership, and outcomes.