Average Complaints Handler salary in the UK

Are you ready to take on an exciting role within our Customer Complaints team? Are you passionate about delivering exceptional customer service? As a Customer Complaint Handler, you'll be at the heart of our mission to ensure a fair and impartial complaints investigation process for our valued customers. You'll be the go-to person for our complainants, leading and coordinating investigations and responses, while keeping them informed every step of the way.This dynamic role offers you the chance to interact with all areas of our business, making a significant impact on our customers' experiences. If you're ready to take on a role that combines problem-solving, communication, and customer care, we want you on our team!Please note - this is a hybrid role, with 3 days in the office and 2 days working from home.About Freebridge Community Housing:Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across west and north Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.What you’ll be doing: Delivering excellent customer service, ensuring the customer journey is smooth and aiming for early resolution where possibleManaging formal complaints received through various channels of communication and ensuring all communications are fully documentedTaking responsibility for complaints from start to finish, owning your case workload, prioritising and organising your time effectivelyKeeping customers informed at all times, providing a fair and consistent delivery of our complaints service and giving due consideration to compensationInvestigating complaints with the support of the relevant departments and service managersCompiling suitable Stage 1 responses to formal complaints with a focus on the customers experience and in line with the Housing Ombudsman complaint handling codeWriting letters that are concise, legally compliant and address the complainant’s issues allowing us to fully explain our position and whether the complaint is upheld or notContributing to root cause analysis and lessons learned recommendations to the business for service improvementsWhat we’re looking for: Essential Criteria:Background in customer services or experience gained in a customer service environmentExperience of working with a diverse range of customersHigh level of literacy and numeracy, with excellent verbal and written communication skillsExperience of delivery against targets or deadlinesAbility to prioritise tasks and be adaptable and flexible to changes in demand and types of workAbility to build respectful working relationships with customers, colleagues and stakeholders, demonstrating high levels of diplomacy, assertiveness and tenacityKnowledge of the local area & context within which Freebridge Community Housing operatesDesirable Criteria:Understanding of the needs of social housing customersWhat’s in it for you?At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.Charitable Leave: One day per year to volunteer for a cause you care about.Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.Work-life Balance: Enjoy an early finish on a Friday to kick-start your weekend!Pension Scheme: A company contributory pension scheme with generous employer contributionsDiversity & Inclusion:Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.Closing Date: 3rd February 2026

A premium vehicle manufacturer is looking for a team member to work alongside the existing Special Case Management team (SCMT) providing support through administration of key support tasks. The special operations team works alongside consumers and multiple external parties to report, manage and resolve product quality investigations. This unique team differs from traditional customer service case management in that its scope is outside of managing and resolving typical customer vehicle ownership complaints. Product quality investigations need individual management and high standards of care to those involved - delivering both positive and undesirable outcomes. This area of the business requires a balance between doing what a business must and what is the right thing to do fairly and with transparency. The role will largely have fixed responsibilities but also the opportunity to explore and support investigation management alongside a special case manager. The role will involve the handling of sensitive information from beginning to end and as such, there is a need for discretion and consideration when not working in the office environment. The role is a great opportunity for candidates who have experience in legal, insurance, product support, or complaints customer service with a passion for detail and a natural ability to communicate with all involved parties. From this, the successful candidate can gain valuable skills in complex case management, negotiation, excellent customer care and in addition - the opportunity to progress to the special case management level as and when a position arises. Responsibilities: Setting up the initial detailed case record on various platforms for new product quality investigations to enable initial fact finding.Conduct a detailed interview with all relevant parties following a structured but not scripted approach ensuring both customer empathy and business need are met for information. Setting customer expectations on the business intentions, abilities and processes with timelines. Considering and authorising necessary support including cost incurring activities then keeping record of the same.Co-ordinating all parties involved in the early stages by establishing continuing consumer and business needs at an early point including mobility, product location and relevant notification to external parties. Keeping detailed record of these needs and managing the same to prevent unnecessary cost.Introducing the responsible special case manager to the involved parties and providing a detailed handover to said manager ensuring there is little to no need for additional information based requests. Regular customer contact both inbound and outbound to ensure the best levels of care and confidence in our brand even when there is nothing of note. This ensures the consumer journey is not wanting therefore reducing the number of escalated complaints.Effective follow up activities by phone, email and the product quality complaint case system as requested by the special case manager. Supporting the special case manager role when absent from the office.Compile and distribute key weekly and separate monthly reporting to internal stakeholders. Carrying out audit on data quality management throughout case life ensuring quality and accuracy of data on differing IT systems. Ensuring costings to the business are accurately recorded on differing platforms. Providing support within the Republic of Ireland market on various retailer and customer matters. Qualifications and Experience Experience of working in a fast-paced environment.Ability to prioritise workflow and adapt quickly to changing requirements.Capable of working autonomously and as part of a close-knit team.Great communication skills both written and verbal.Competent in the use of Microsoft Excel and ability to learn bespoke IT systems.Ability to compile detailed and usually sensitive information to allow confident decision making at a senior level.Requirement to understand and maintain the confidential nature of special case details. Ability to collate and act on data in a clear, confident and concise manner.Present a professional manner and service to all internal and external parties. Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Job Title: Complaints HandlerLocation: BromleySalary: £30-35kJRRL are looking for a dedicated complaints handler for a client based in the heart of Bromley. You will need to have experience of investigating complaints and coming to a resolution with the client.This vital role ensures seamless communication between clients and internal teams, supporting day-to-day operations with professionalism and warmth.Key Responsibilities for the Complaints Handler:Act as the initial contact for client inquiries via phone and email, providing prompt, professional, and solutions-focused responses after completing training.Support the management team in nurturing strong client relationships, ensuring all interactions reflect the company's high standards.Provide accurate information to clients, resolving complaints and queries in line with internal guidance and company policy.Draft and manage client correspondence, including follow-up emails, query letters, and complaint responses.Track client issues and feedback.Collaborate with internal departments to ensure efficient and accurate resolution of client matters.Maintain and update detailed records of all client communication and activity.Assist with client onboarding and conduct website demonstrations for new users.Contribute to process improvements within the Operations department to enhance efficiency and service quality.Provide general administrative and project support as needed, including report processing and expense management.Skills/Experience required for the Complaints Handler:Experience in a customer service or client-facing role, dealing with complaints and complex enquiries and investigations.Strong organisational and administrative skills with great attention to detail.Excellent communication skills, both written and verbal, with a professional and empathetic tone.Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).Ability to manage multiple priorities and meet deadlines in a fast-paced environment.Positive, solutions-oriented mindset with a collaborative approach.Calm and professional under pressure, committed to delivering outstanding service.This is a full-time permanent role. The higher end of the salary would be for someone that matches all the criteria. The lower end would be for someone that would require more training.