Overview

We’re looking for a Customer Complaints Executive to support a busy Customer Service function by managing customer complaint cases end-to-end, delivering fair and timely resolutions, and ensuring a consistently high-quality customer experience. The role covers cases ranging from light/medium complexity through to sensitive and higher-risk issues, potentially including regulated products (e.g., Insurance).

Key Responsibilities

• Respond to customer contacts via phone, email, and web chat in line with policy and procedures.
• Own and manage complaint cases through to resolution in line with service standards.
• Liaise with customers and external partners/suppliers (and where required, regulatory bodies) to investigate issues and agree outcomes.
• Handle urgent/sensitive/high-risk cases, aiming to resolve early and prevent escalation where possible.
• Use sound judgement on when to resolve independently vs. when to escalate for approval/support.
• Provide accurate and complete information using the right tools and processes.
• Meet agreed KPIs, including service levels, case handling targets, and customer satisfaction.
• Ensure documentation and admin steps are completed to meet internal and regulatory requirements.
• Share feedback and improvement ideas to enhance tools, processes, service quality, and efficiency.