Complaints handler

Job Title: Complaints Handler
Location: Stoke Poges - Hybrid 2 Days onsite per week
Contract Length: 12 months
Start Date: ASAP

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services, is proud to be partnering with a dynamic and innovative organisation at the forefront of Technology. We are currently recruiting for a Complaints Handler to join their world-class team. This is an initial 12 Month Contract working 2 days per week in the Stoke Poges office, moving to Ditton Park Datchet in January 2027. This contract has the possibility to extend or go to a Permanent contract. Office days are usually a Wednesday and Thursday with some flexibility for meetings or Charity days. Working hours are 09.00am - 17.00pm Monday - Friday with opportunity for overtime.

About the Role:

We are looking for an experienced Customer Relations professional with a strong focus on complaint management, customer outcomes, and high-quality case Handling. In this role, you will manage complaints end to end, ensuring they are handled fairly,accurately, and in line with regulatory standards. You will take ownership of your caseload, resolve complex queries, and deliver clear, balanced decisions that support good customer outcomes.

Key Responsibilities:

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Managing complaints end to end, from investigation through to resolution

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Delivering fair and balanced outcomes, supported by clear rationale

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Managing personal workload effectively to meet SLA and quality standards

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Handling complex queries and customer interactions confidently

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Ensuring compliance with regulatory and internal policy requirements

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Mediating between Customer and Contractor to establish the most efficiant outcome for the Customer

Key Skills / Experience Required:

Essential:

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Strong complaint handling experience with sound decision-making skills

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Ability to investigate thoroughly and assess information objectively

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Confidence handling complex or sensitive customer situations

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Good organisation and time management to handle varying workloads

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Understanding of customer fairness and regulatory expectations

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A calm, professional and solution-focused approach

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Tech savvy and the ability to learn new systems quickly and efficiently

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Asset Finance/ Banking experience would be beneficial but not essential.

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Regulatory compliance is desirable.

This is an ideal opportunity for someone who takes pride in delivering high-quality complaint handling, enjoys problem-solving, and is committed to achieving fair outcomes for customers.

We are committed to providing equal employment opportunities and encourage all qualified candidates to apply. While the hiring process may not be expedited, we urge all interested candidates to submit their applications promptly to ensure their consideration. To apply, please follow the instructions on our application portal. We look forward to receiving your application.If this isn’t the role you’re looking for right now, please visit our Randstad Enterprise Website. Thank You