Complaints Specialist

About the role

We are looking for an experienced Complaints Specialist to join our Customer Resolutions team in Altrincham. You will take ownership of complex customer cases, investigate complaints, and deliver fair outcomes that protect both our customers and our reputation.

Key responsibilities

• Investigate customer complaints and escalations thoroughly and objectively.
• Review customer accounts, interactions, and supporting evidence to establish the facts.
• Identify root causes and recommend appropriate resolutions.
• Communicate outcomes clearly, professionally, and empathetically.
• Collaborate with internal teams to gather information and drive case resolution.
• Maintain accurate records and ensure complaints are handled within agreed timescales.
• Identify recurring trends and contribute to service improvements.

Required profile

• Enjoy investigating complex issues and finding the right solution.
• Naturally inquisitive with a strong desire to get to the root cause of problems.
• Communicate with empathy, confidence, and professionalism.
• Remain calm and objective when dealing with challenging situations.
• Take ownership and see cases through from investigation to resolution.
• Build strong working relationships across teams.
• Passionate about delivering positive customer outcomes.

Required skills

What we offer

• Salary of £26,228 per year plus a bonus of up to £1,200.
• 37.5‑hour work week, Monday‑Friday with one weekend day every three weeks.
• Excellent benefits package.
• Fully office‑based role in Altrincham.