Job title: Complaints Adviser
Contract type: Fixed Term Contract - 27 April until 27 November 2026
Location: Manchester
Salary: £24,500 to £26,900
Working arrangements: Hybrid – two days a week in the office

Do you enjoy investigating complex situations and bringing clarity where it’s needed most?

As our Complaints Adviser you’ll play a key role in resolving customer complaints with professionalism, empathy, and a focus on fair outcomes. You’ll bring clarity to complex situations and help ensure every customer feels heard and supported. You’ll work closely with colleagues across AQA to deliver responses that reflect our values and uphold our commitment to high-quality service.

You’ll support the complaints team by delivering timely, high-quality responses that contribute to positive experiences for customers and stakeholders. You’ll help strengthen trust in AQA by conducting thorough investigations, making fair decisions, and ensuring outcomes align with organisational policies and regulatory requirements. Your work directly supports learners and helps improve processes across AQA.

Key responsibilities

In this role, you’ll be responsible for:

• Meeting service level agreements for complaint response times
• Conducting full and thorough investigations that lead to accurate, fair, and balanced outcomes
• Working collaboratively with stakeholders across AQA to gather information and resolve issues effectively

What we are looking for

You’ll thrive in this role if you’re someone who brings empathy, attention to detail, and confidence when handling complex or sensitive matters. You’ll need:

• Experience in effective complaints handling
• Strong written and verbal communication skills, as much of the role will involve email communication
• Excellent attention to detail and accuracy
• The ability to manage a varied caseload and prioritise in a fast-paced environment
• The ability to handle sensitive or confidential information with discretion

What’s in it for you

You’ll enjoy a role that offers:

• Opportunities to develop expertise in complex and sensitive case handling
• Exposure to a wide range of teams, policies and processes across AQA
• A supportive team environment that values continuous improvement
• Flexibility to support your wellbeing and work-life balance
• The chance to make a meaningful difference to the customer experience and AQA’s wider operations

Diversity and inclusion statement

At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.

Application process

• To apply, please submit your CV and a cover letter outlining your suitability for the role by 23.59 on Sunday 08 March.
• Interviews will take place on 18, 19 and 20 March in our Manchester office.

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