Complaints Handler

Austin Fraser; Kendal; Hybrid; GBP 25,000 - 35,000; Full time

Job description

Complaints Handler - Professional Services
Location: Kendal Area
Hybrid Options Available

Represented by Axon Moore
Axon Moore is proud to be representing a reputable professional services organisation based in the Kendal area in the search for a Complaints Handler. This is a confidential appointment with a values-driven business that places community and integrity at the heart of its service.
Please note: only candidates with experience in a complaints or regulated environment will be considered.

The Opportunity

An exciting opportunity has arisen for a confident, enthusiastic, and driven individual to join the Member Services Team in a complaints handling capacity. This role will suit someone with a strong background in regulated customer services and a genuine passion for resolving issues and improving member experience.

Key Responsibilities

1. Investigate, resolve, and respond to escalated member complaints in a timely and effective manner.
2. Engage with members across multiple channels, including phone, email, and post, and assist with wider member queries during peak periods.
3. Provide insight and feedback to the business to drive continuous improvement.
4. Coach and support frontline teams to strengthen their complaint-handling capabilities.
5. Conduct root cause analysis to identify trends and areas for improvement.
6. Stay up to date with regulatory developments and Financial Ombudsman findings, sharing relevant insights internally.

What We're Looking For

1. Strong knowledge of complaints handling processes and deadlines.
2. Demonstrated experience working in a regulated or complaints-focused role.
3. Excellent communication skills and the ability to manage sensitive issues professionally.

What's On Offer

1. 25 days holiday (plus Bank Holidays), plus your Birthday off, Christmas Shopping Day, and Moving House Day.
2. Competitive pension with up to 10% employer contribution.
3. Comprehensive benefits package.
4. A values-led culture with a focus on inclusion and development.

If you're interested in applying for the opportunity, then please send your updated CV :)