Job description

Complaint Handler

📍 Watford (on-site)
💷 Up to £30,000 pro rata
🕒 Shifts between 8am-8pm, Monday-Sunday
📄 Full-time | 6-month FTC (with potential extension)

Are you a strong written communicator with a passion for fair outcomes and great customer service? We're recruiting a Written Complaints Handler to manage and resolve customer complaints with accuracy, empathy, and professionalism.

Key Responsibilities

Investigate and resolve customer complaints in line with company and regulatory standards
Produce clear, high-quality written responses that reflect the company's tone and values
Resolve customer queries including account, system, and retail-related issues
Escalate complex cases where required
Complete administrative and data entry tasks
Attend training to maintain product and regulatory knowledge
Act as a brand ambassador while meeting performance targets (KPIs)

Experience & Skills Required

Previous complaints handling experience in a regulated or customer-focused environment
Excellent written communication skills with a clear, empathetic style
Strong customer advocacy and attention to detail
Ability to work collaboratively and manage multiple stakeholders
Confident using Microsoft Office (Word, Excel, Outlook)

Brook Street NMR is acting as an Employment Business in relation to this vacancy.