musicMagpie
Complaints Resolution Specialist - Hybrid Working
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Complaints Resolution Specialist - Hybrid Working
Complaints Specialist (Hybrid)
About The Role
Based in our Stockport town centre office (next to the train station), this position offers hybrid working (Monday–Friday, 9am–5pm) with free parking available.
We’re seeking someone passionate about advocating for our customers. As a Complaints Specialist, you’ll:
- Take ownership of the most complex complaints, ensuring fair resolutions
- Prioritise customer needs while working cross-functionally to identify systemic issues
- Provide vulnerable customers with extra support
- Draft final response letters and collaborate with the Financial Ombudsman Service
- Drive root cause analysis to improve service standards
- Mentor colleagues to foster excellence in complaint handling
Ideal for empathetic problem-solvers who thrive under pressure and value collaborative, fair outcomes.
Key Responsibilities
- Coordinating resolutions: Partner with teams to address root causes of complaints
- Vulnerable customer support: Tailor solutions for those requiring extra care
- Executive-level handling: Manage high-level complaints independently
- Data-driven insights: Spot trends and advocate for improvements
- Team leadership: Share knowledge and promote best practices
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Requirements
- Relevant experience in complaint resolution
- Commitment to fair, ethical decision-making
- Comfort managing complex, high-stakes cases to conclusion
- Strong analytical curiosity and resilience in high-pressure scenarios
- Ability to guide peers and contribute positively to team culture
Why Join Us?
Our Mission
As musicMagpie, we’re redefining value in tech through recycling, refurbishing, and sustainable resale. Our mission aligns with purpose: reducing e-waste while delivering millions of withdrawals yearly.
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Our Values
- "Inclusivity is our superpower" – We champion diversity and adapt interviews to meet applicants’ needs
- Belonging matters – A welcoming culture where everyone’s unique perspective is valued
Benefits
- Work-life balance: 33 days holiday (+ holiday purchase scheme)
- Financial growth: PAYE salary, pension sacrifice scheme, and a share savings plan
- Consumer advantage: Discounts on musicMagpie products
- Empowerment: 2 paid volunteering days to support a charity of your choice
- Wellbeing support: Access to Employee Assistance Programme and mental health first aiders
musicMagpie isn’t just about work—it’s about embracing a shared impact: helping people, tech, and the planet thrive together.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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