Complaints

Job Title: Complaints Handler
Location: Bromley
Salary: £30-35k

JRRL are looking for a dedicated complaints handler for a client based in the heart of Bromley. You will need to have experience of investigating complaints and coming to a resolution with the client.

This vital role ensures seamless communication between clients and internal teams, supporting day-to-day operations with professionalism and warmth.

Key Responsibilities for the Complaints Handler:

• Act as the initial contact for client inquiries via phone and email, providing prompt, professional, and solutions-focused responses after completing training.
• Support the management team in nurturing strong client relationships, ensuring all interactions reflect the company's high standards.
• Provide accurate information to clients, resolving complaints and queries in line with internal guidance and company policy.
• Draft and manage client correspondence, including follow-up emails, query letters, and complaint responses.
• Track client issues and feedback.
• Collaborate with internal departments to ensure efficient and accurate resolution of client matters.
• Maintain and update detailed records of all client communication and activity.
• Assist with client onboarding and conduct website demonstrations for new users.
• Contribute to process improvements within the Operations department to enhance efficiency and service quality.
• Provide general administrative and project support as needed, including report processing and expense management.

Skills/Experience required for the Complaints Handler:

• Experience in a customer service or client-facing role, dealing with complaints and complex enquiries and investigations.
• Strong organisational and administrative skills with great attention to detail.
• Excellent communication skills, both written and verbal, with a professional and empathetic tone.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Positive, solutions-oriented mindset with a collaborative approach.
• Calm and professional under pressure, committed to delivering outstanding service.

This is a full-time permanent role. The higher end of the salary would be for someone that matches all the criteria. The lower end would be for someone that would require more training.