Complaints handler

Join our Team as a Complaints Handler! Location: Whiteley, Fareham (Office Based) Salary: £26,500 Per Annum KPI Bonus Hours: Monday to Friday 8am - 5pm About the role: As a complaint handler, you’ll take ownership of customer issues from the moment they’re raised through to resolution. You’ll investigate concerns, communicate clearly with customers and colleagues, and help shape improvements that reduce future complaints. It’s a role for someone who enjoys solving problems, staying calm under pressure and making a genuine difference to customer experience. What makes you a great fit: Customer service experience (Essential) Complaint handling experience (Ideal) Confidence managing cases by phone and email with positive outcomes Ability to spot early‑resolution opportunities Strong attention to detail and organisation Stakeholder management capability Sound decision‑making and problem‑solving Negotiation and influencing skills Ability to work to deadlines and meet KPIs Clear written and verbal communication Analytical mindset and positive attitude Key responsibilities: Engage with dissatisfied customers to understand concerns and aim for first‑contact resolution Carry out full complaint investigations using information from multiple teams and partners Work with senior stakeholders to recommend fair outcomes Calculate compensation where appropriate Manage complaints from start to finish, including escalations to the Ombudsman Identify root causes and suggest improvements Ensure timely, compliant handling in line with procedures Support process improvement and deputise when required Liaise with external bodies such as Ofcom and CISAS Champion excellent customer experience and promote Treating Customers Fairly Perks for our People: Holidays : 25 days bank holidays and buy/sell options Other Leave : Birthday day off, 12 paid hours for flexible use, Volunteer day Lifestyle : 9% combined pension contribution and 4x salary life assurance Rewards : Quarterly and annual employee awards, discounts on tech Socials : All-expenses-paid company events Development : In-House Training Academy Wellbeing : 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support Who we are: Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences. ED&I: We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.