Senior Complaints Handler

Senior Complaints HandlerLocation: Vauxhall, LondonSalary: Up to 35000Hours: Full Time, PermanentAbout the RoleWe are looking for an experienced and customer-focused Senior Complaints Handler to join our team. This is a pivotal role responsible for managing complex customer complaints from initial contact through to final resolution, ensuring fair outcomes and exceptional customer service throughout the process.You will take ownership of a varied caseload, investigate complaints thoroughly, collaborate with internal and external stakeholders, identify trends and root causes, and provide insightful reporting that helps drive continuous improvement across the business.This role would suit someone with strong investigative skills, excellent attention to detail, and the confidence to challenge processes and influence positive change.Key ResponsibilitiesManage a portfolio of customer complaints from receipt through to resolution, ensuring all cases are handled efficiently and within regulatory and company timescales.Conduct detailed investigations, gathering evidence and reviewing customer interactions, processes, and documentation.Produce clear, professional, and outcome-focused written responses to customers.Liaise with internal departments and external stakeholders to gather information, resolve issues, and ensure effective complaint handling.Act as an escalation point for complex or high-risk complaints.Analyse complaint data to identify emerging trends, recurring issues, and ..... full job details .....