We’re working with a well-established, regulated-services organisation to recruit a Senior Complaints Specialist into a small, high-performing team.
This is a key role within an escalated complaints function, focused on handling complex and sensitive cases that require detailed investigation, sound judgement, and high-quality written responses.
You’ll take ownership of complaints that have not been resolved at first stage, providing an impartial review and working closely with internal stakeholders to ensure fair and consistent outcomes. There will also be opportunities to support on more complex cases and contribute to the wider effectiveness of the complaints function.
This role would suit someone who enjoys getting into the detail, making balanced decisions, and having a genuine impact on customer outcomes.
Key responsibilities
* Manage complex and escalated complaints from initial review through to final response
* Conduct thorough investigations, reviewing multiple sources of information
* Produce clear, well-structured written responses
* Liaise with internal teams and challenge decisions where appropriate
* Support continuous improvement within the complaints process
* Work collaboratively within a small, supportive team environment
About you
* Proven experience handling complaints or customer escalations
* Ideally from a regulated environment
* Strong written communication skills and attention to detail
* Confident in making decisions and presenting reasoned arguments
* Resilient and able to manage sensitive or challenging situations
* Empathetic approach, particularly when dealing with vulnerable customers
* Comfortable working both independently and as part of a team
What’s on offer
* A collaborative and supportive team culture
* A role with real ownership and impact
* Hybrid working with flexibility once established
* Opportunity to develop further within a growing function
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