Senior Service Delivery and Complaints Executive

Senior Service Delivery and Complaints Executive Fully Remote £30,000 Full-Time, Sunday-Thursday or Tuesday to Saturday 9am - 6pm Temp to Perm Are you a Senior Service Delivery Consultant with 3-4 years'' experience investigating escalated or Stage 2 complaints and making balanced, evidence-based decisions? A growing technology-led business is looking for an experienced complaints professional to join its Service Operations team. You will take ownership of complex complaints from investigation through to resolution, ensuring decisions are fair, clearly justified and supported by policy. This Senior Service Delivery and Complaints Executive role also involves identifying complaint trends, improving procedures and supporting colleagues with complex or high-risk cases. Job Responsibilities Investigate complex, escalated and Stage 2 complaints thoroughly and impartially. Take full ownership of cases from receipt through to final resolution. Draft clear responses explaining decisions, evidence and relevant policies. Challenge or push back appropriately where complaints are not upheld, providing justified reasons. Identify complaint trends, service risks and recurring issues. Recommend improvements to procedures, customer journeys and service delivery. Act as a senior escalation point and deputy for the Service Delivery Manager when required. Mentor colleagues and provide guidance on complex complaints and service standards. Skills and Knowledge Required Have 3-4 years'' ..... full job details .....