Customer Complaints Handler/ Customer Escalations Specialist– Hybrid | £27,000 + Benefits | Warwick, Warwickshire
Join a respected, established and growing organisation in Warwick as a Customer Complaints Handler. We’re looking for someone with strong experience in complaint resolution — someone who can manage situations with empathy, professionalism, and clear communication. This is an excellent opportunity to develop your career within a supportive and collaborative environment.
What’s in it for you as a Customer Escalations Specialist:
* Salary: £27,000
* Benefits: Private healthcare, critical illness cover & death-in-service cover, Employee Assistance Programme, staff discounts & regular social events
* Time off: 25 days annual leave
* Hybrid working: 2 days from home, 3 days in the Warwick office
* Hours: Monday to Friday, 8:30 am – 5:00 pm (no weekends or shifts)
* Perks: Free on-site parking, close to Warwick Parkway Station
* Culture: Supportive team environment with full training and ongoing development
Your responsibilities as a Customer Escalations Specialist:
* Manage and resolve customer complaints from initial contact through to final resolution
* Conduct detailed investigations to ensure fair, balanced, and timely outcomes
* Draft clear and professional final response letters
* Identify root causes and recommend process improvements to enhance the customer experience
* Ensure all complaint handling meets FCA regulations and company standards
What we’re looking for in a Customer Escalations Specialist:
* Proven experience in handling customer complaints (regulated industry experience desirable)
* Excellent written and verbal communication skills
* Ability to produce well-structured, professional final response letters
* Knowledge of FCA guidelines (advantageous but not essential)
* A proactive, customer-focused approach with strong problem-solving skills
If you’re seeking your next career move in customer complaints resolution, this role offers professional growth, work–life balance, and development opportunities