Complaints Handler

Customer Complaints Handlers (x3) - Central Birmingham
Temporary Contract: 6-12 months
Full-Time | Full Training Provided (3-week Training Programme)

Our client, a respected organisation based in Central Birmingham, is looking to recruit three experienced Customer Complaints Handlers on a temporary basis. This is an excellent opportunity to join a supportive and customer-focused team making a real difference for consumers across England and Wales.

Key Responsibilities:

• Take full ownership of unresolved complaint cases, managing all stages of the review and resolution process.
• Act as the main point of contact for the complainant, ensuring fair, impartial decision-making and that consumers are fully heard.
• Handle incoming calls from both household and business customers, offering advice and identifying complaints that require further investigation.
• Conduct outbound calls to consumers and water companies to gather information, discuss findings, and work towards resolution.
• Engage in continuous service improvement by collaborating with internal teams.
• Develop a solid understanding of issues affecting water consumers.
• Escalate complex complaints when needed and provide well-prepared briefings for management.
• Stay updated and share best practices in complaint handling with colleagues.
• Maintain high standards in all complaint handling and correspondence.
• Draft clear, concise letters and decisions, including formal challenges to water companies.

Key Requirements:

• Previous experience in customer service and complaint handling (essential).
• Strong communication skills - both verbal and written.
• Ability to manage complex and sensitive situations with empathy and professionalism.
• Proactive, organised, and able to work independently while following set guidelines.
• Confident dealing with stakeholders at all levels.

What's on Offer:

• Central Birmingham office location - easily accessible by public transport.
• 6 to 12-month temporary contract.
• Comprehensive 3-week training programme.
• Opportunity to make a real impact supporting consumers.

Please upload your CV in Word format

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.