Job Title: Complaints Handler Location: Bromley Salary: £30-35k JRRL are looking for a dedicated complaints handler for a client based in the heart of Bromley. You will need to have experience of investigating complaints and coming to a resolution with the client. This vital role ensures seamless communication between clients and internal teams, supporting day-to-day operations with professionalism and warmth. Key Responsibilities for the Complaints Handler: Act as the initial contact for client inquiries via phone and email, providing prompt, professional, and solutions-focused responses after completing training. Support the management team in nurturing strong client relationships, ensuring all interactions reflect the company's high standards. Provide accurate information to clients, resolving complaints and queries in line with internal guidance and company policy. Draft and manage client correspondence, including follow-up emails, query letters, and complaint responses. Track client issues and feedback. Collaborate with internal departments to ensure efficient and accurate resolution of client matters. Maintain and update detailed records of all client communication and activity. Assist with client onboarding and conduct website demonstrations for new users. Contribute to process improvements within the Operations department to enhance efficiency and service quality. Provide general administrative and project support as needed, including report processing and expense management. Skills/Experience required for the Complaints Handler: Experience in a customer service or client-facing role, dealing with complaints and complex enquiries and investigations. Strong organisational and administrative skills with great attention to detail. Excellent communication skills, both written and verbal, with a professional and empathetic tone. Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint). Ability to manage multiple priorities and meet deadlines in a fast-paced environment. Positive, solutions-oriented mindset with a collaborative approach. Calm and professional under pressure, committed to delivering outstanding service. This is a full-time permanent role. The higher end of the salary would be for someone that matches all the criteria. The lower end would be for someone that would require more training