Complaints Coordinator

About the role

Our client, a growing people‑focused organisation in Birmingham, is seeking a proactive Complaints Coordinator to own the resolution of customer complaints. You will act as the main point of contact for issues raised via email and telephone, ensuring swift and satisfactory outcomes while maintaining strong relationships with subcontractors and linguists.

Key responsibilities

• Investigate and resolve customer complaints by engaging relevant parties.
• Handle follow‑ups for all complaints received through email and telephone.
• Ensure responses meet company Service Level Agreements (SLAs).
• Communicate with newly onboarded subcontractors and update their profiles.
• Document all actions and updates accurately in the system.

Required profile

• Previous experience in complaints handling.
• Strong interpersonal and relationship‑building abilities.
• Ability to thrive in a fast‑paced, high‑pressure environment.
• Excellent organisational skills with the capacity to manage multiple priorities.
• Self‑motivated, proactive, and capable of working independently as well as within a team.

Required skills

What we offer

• Competitive salary of £26,000‑£27,000 per year.
• 24 days holiday plus an extra day for your birthday.
• Healthcare, pension scheme, and wellbeing perks (gym, cinema, etc.).
• Career development, training, and promotion opportunities.
• Recognition and reward programmes, loyalty scheme, and regular social events.