We're Hiring: Complaints Advisor - Leeds

📍 Leeds
🕘 Monday-Friday, 8:00am-5:00pm
💰 £27,000 - £30,000 (DOE) + excellent benefits

The Role

We're looking for a Complaints Advisor to join a busy and supportive team in Leeds. This role is perfect for someone with strong customer service experience who is confident handling escalations and passionate about delivering positive outcomes.

You'll be responsible for managing complaints from start to finish, ensuring they are handled in line with company procedures and regulatory requirements, while protecting the brand through excellent service.

Key Responsibilities

• Manage and resolve escalated customer complaints across multiple channels
• Investigate issues in line with company policy and regulatory guidelines
• Provide appropriate solutions and ensure timely, first-time resolutions
• Maintain accurate records of all customer interactions in internal systems
• Follow up with customers to ensure satisfaction and closure
• Work closely with internal teams, including the Compliance and Complaints Manager
• Adapt communication to support customers with additional needs, delivering a compassionate service
• Ensure all documentation and processes comply with GDPR and best practice

What We're Looking For

✅ At least 12 months' customer service experience
✅ Experience handling complaints or owning customer queries through to resolution
✅ Excellent communication skills (written and verbal)
✅ Strong attention to detail and IT literacy
✅ Ability to work in a fast-paced, high-volume environment
✅ A calm, patient, and solution-focused approach
✅ Strong empathy and active listening skills

Benefits

• 30 days annual leave + bank holidays
• Private medical cover
• Pension scheme (matched up to 6%)
• Ongoing training & development
• Regular social events

Apply Now

If you're interested, send your CV to [email protected] and I'll be in touch!