Complaints Handler

Due to an increase in workload volumes, we’re currently looking for proactive and empathetic Complaints Handlers work for one of our long-standing clients, Royal Mail in Plymouth!

About the Role:

As a key member of the Customer Service team, you will be the first point of contact for customers who have concerns or complaints. Your role is to listen, investigate and resolve – all while providing a professional, supporting and fair experience for the customers.

Key Responsibilities:

• Handle customer complaints efficiently via phone, email, and letter
• Investigate issues thoroughly and impartially to reach fair resolutions
• Communicate outcomes clearly and empathetically
• Escalate complex or sensitive issues where necessary
• Maintain accurate and detailed records of all casework
• Identify recurring issues and feedback trends to improve services

Required Skills/Experience:

• Previous experience in a customer service or complaints handling role
• Excellent communication and problem-solving skills
• Calm, confident, and resilient under pressure
• Strong attention to detail and ability to manage sensitive information
• Ability to work independently and within a team
• IT literate – experience with CRM systems is a bonus

Other Information:

• Hours of Work: 37.5 hours per week, between the hours of 8am – 6:30pm Monday – Saturday (Saturday work is essential, you will get a day off in the week)
• Pay Rate: £12.97 per hour
• Start date: 16^th June 2025 (there are other intakes, please just ask!)
• Duration of Assignment: Up to 12 weeks, with potential extension
• Location: Plymouth, PL9 7HJ

How to Apply:

If you’re passionate about delivering great customer experiences – even when things go wrong – we’d love to hear from you!

Please apply with your CV today.