GTS Complaint Handler

Additional Locations: Birmingham and Worthing

The GTS Complaint Handler role is a unique and rewarding opportunity, where you’ll manage a wide range of customer complaints and use your investigative skills and natural curiosity to understand what’s happened and put things right. You’ll see the impact firsthand: customers often thank us for the way we handle complaints, and the variety of cases keeps the work engaging and dynamic - helping you learn how different parts of the business fit together.

Working with our frontline colleagues and supporting the customer through their complaint journey, we’re looking to grow the team with people who are passionate, agile, curious, and keen to build their skills, experience, and knowledge while making a real difference to customer outcomes.

BLUF: You’ll own complaints end-to-end, delivering gold-standard complaint handling and fair, balanced outcomes - working with colleagues to gather and review the right information, keep things simple for customers, and put things right.

In this role you will:

• Own the case from start to finish: take responsibility for progressing each complaint, shaping the investigation and driving to a clear outcome.
• Deliver great customer outcomes: apply policy and judgement to reach fair, balanced decisions that are well-reasoned and clearly explained.
• Get the full picture: collaborate with frontline colleagues and wider teams to collect information, validate details, and understand what happened.
• Keep it simple for customers: explain what’s happening and what comes next in plain English, reduce effort for the customer, and build confidence through timely updates.
• Improve the bigger system: spot root causes and themes, share insights, and support long-term fixes that prevent repeat issues and strengthen service.
• Use empathy and clarity: listen to what customers are saying and how they’re feeling, then provide clear, reassuring explanations and confirm what matters most to them.