Complaints Handler
- Lancashire
- Call Centre & Customer Service
Complaints Handler
Location: Blackburn Office Based
Salary: from £27,000 (depending on experience)
Job Type: Full-time, Permanent
We are a leading legal services organisation providing high-quality support to clients nationwide, specialising in financial mis-selling and consumer-related claims.
We are currently seeking a Complaints Handler to join our growing team. This is an excellent opportunity for someone passionate about customer experience, who enjoys resolving complex issues and turning challenging situations into positive outcomes.
You will play a key role in ensuring customers feel heard, supported, and treated fairly, while contributing to continuous improvements across the business.
Key Responsibilities
Location: Blackburn Office Based
Salary: from £27,000 (depending on experience)
Job Type: Full-time, Permanent
We are a leading legal services organisation providing high-quality support to clients nationwide, specialising in financial mis-selling and consumer-related claims.
We are currently seeking a Complaints Handler to join our growing team. This is an excellent opportunity for someone passionate about customer experience, who enjoys resolving complex issues and turning challenging situations into positive outcomes.
You will play a key role in ensuring customers feel heard, supported, and treated fairly, while contributing to continuous improvements across the business.
Key Responsibilities
- Take ownership of customer complaints and resolve issues in a fair, timely and professional manner
- Handle escalated queries with empathy, professionalism, and attention to detail
- Communicate clearly and confidently with customers via phone and email
- Work closely with internal teams to investigate and resolve complaints effectively
- Liaise with external stakeholders, including regulatory bodies where required
- Maintain accurate and up-to-date records on case management systems
- Identify trends and support process improvements to enhance customer experience
- Ensure all interactions meet high standards of compliance and service quality
- Previous experience in complaints handling or strong customer service background
- Excellent verbal and written communication skills
- Confident managing difficult conversations with professionalism and empathy
- Strong problem-solving skills with a calm and resilient approach
- Highly organised with strong attention to detail
- Comfortable using CRM or case management systems
- Ability to work well in a fast-paced, team-oriented environment
- Salary from £27,000 (depending on experience)
- Office-based role in a modern working environment
- Supportive and collaborative team culture
- Opportunities for career development and progression
- 23 days annual leave plus bank holidays
- Free parking