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