Job description

Complaints Handler (Written)

Location: Watford (Hybrid - 2 days from home after training)

Salary: Up to £28,000 pro rata

Contract: Full-time, 6 month FTC with potential to be extended

Are you an excellent communicator with a passion for delivering fair outcomes and great customer experiences? We're looking for a Written Complaints Handler to join our team in Watford. This is an exciting opportunity to play a key role in resolving customer issues with professionalism, accuracy, and empathy.

Key Responsibilities
- Investigate and resolve customer complaints thoroughly and fairly, ensuring all outcomes are accurate, compliant, and in line with company and regulatory standards.
- Produce clear, high-quality written correspondence that reflects the company's values and tone of voice.
- Identify customer requirements and work to resolve retail and player queries, including account issues, customer enquiries, and system-related matters.
- Escalate complex or contentious issues to the appropriate business areas.
- Carry out ad-hoc data entry and administrative tasks as required.
- Participate in training sessions to maintain and develop your knowledge.
- Act as a brand ambassador, promoting the company positively while meeting performance targets (KPIs).
What Experience We're Looking For
- Proven experience in complaint handling and customer correspondence within a regulated or customer-focused environment.
- Exceptional written communication skills, with the ability to write clearly, concisely, and empathetically.
- Awareness of working in a regulated business and adhering to relevant standards.
- Strong sense of customer advocacy and commitment to excellent service.
- Experience working collaboratively within a team environment.
- Competent user of Microsoft Office Suite (Word, Excel, Outlook, etc.).
- Ability to work effectively across multiple departments and manage relationships with key stakeholders.

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