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