Overview
As a Complaints Handler, you'll play a vital role in protecting and strengthening our client relationships. You'll be the trusted point of contact when things don't go to plan, listening carefully, finding fair resolutions, and putting processes in place to stop issues from happening again. This isn't just about solving problems in the moment; it's about creating a client experience that builds loyalty, ensures retention beyond the initial 12 months, and supports our long-term growth.
You'll work with a wide variety of clients, from subcontractors turning over £100k to businesses generating over £20 million, so you'll need to be confident dealing with people at every level. Every conversation matters—your ability to listen, communicate clearly, and adapt your approach will be key to making sure our clients feel valued and supported.
About the Role:
We're looking for an experienced person who thrives on building strong relationships and finding solutions that work for everyone. In this role, you'll be the go-to person for resolving client issues, helping to turn challenging situations into positive outcomes.
Just as important as resolving complaints in the moment is making sure the right processes are in place to prevent repeat issues. You'll play a big part in ensuring that clients choose to stay with us well beyond their first 12 months, helping us meet retention targets and strengthen long-term relationships.
Responsibilities
* Owning the complaints process from start to finish—acknowledging, investigating, and resolving client concerns with professionalism and empathy.
* Using Salesforce to track, manage, and report on complaints, ensuring no detail is missed.
* Working with clients of all sizes, tailoring your communication style to suit different personalities and business types.
* Building trust by listening carefully, showing understanding, and being firm and professional where needed.
* Identifying patterns in complaints and helping to design process improvements that boost client satisfaction and retention.
* Supporting our mission to keep clients happy and engaged long after their initial service period.
* Collaborating with internal teams to address issues at their root cause and prevent future escalations.
* Perform accurate data entry to maintain up-to-date records and documentation.
* Communicate effectively with clients and team members, demonstrating excellent phone and online meeting etiquette.
* Assist in analysing customer needs and preferences to enhance service delivery.
* Collaborate with team members to streamline processes and improve overall efficiency.
Requirements
* At least 6 years' experience handling complaints in a client-facing role.
* Confident using Salesforce to manage cases and report on performance.
* Excellent verbal and written communication skills, with the ability to adapt to different client types and scenarios.
* Strong listening skills—you know how to make clients feel heard while keeping conversations focused and professional.
* Proven ability to manage difficult conversations calmly and constructively.
* A process-driven mindset, always looking for ways to improve systems and boost client loyalty.
* Organised, detail-oriented, and able to juggle multiple cases at once without losing focus.
* Analytical skills to assess customer needs and provide tailored solutions.
Why Join Us?
* Competitive salary and benefits package.
* A supportive and collaborative culture where your input really shapes how we work.
* Opportunities to develop your skills and grow your career.
* The chance to make a meaningful difference in how clients experience our service.
* Extra time off over the Christmas period.
Hours You Will Work:
28 hours Monday - Thursday, 9 am - 5 pm.
Location:
At our offices in Maidstone.
If you have the skills and experience we're after and are enthusiastic about contributing to our team's success while delivering exceptional service, please apply now for this exciting opportunity.
Job Type: Part-time
Pay: £17,800.00-£29,120.00 per year
Expected hours: 28 per week
Benefits:
* Additional leave
* Company pension
* On-site parking
Application question(s):
* Are you located in or around the Maidstone area?
Experience:
* Complaint handling: 6 years (required)
* Salesforce: 4 years (preferred)
Licence/Certification:
* UK Driving Licence (required)
Location:
* Maidstone ME14 (preferred)
Work Location: In person