Complaints Resolution Advisor | Remote | £28,500 per year | Monday–Friday 9am–6pm | Temp to Perm

Are you an experienced Complaints Resolution Advisor with exceptional complaint handling skills and the ability to manage sensitive customer situations professionally and empathetically? Do you thrive in fast-paced environments where investigation, problem-solving, and delivering positive customer outcomes are key?

Workshop Recruitment is supporting a growing organisation in the search for a confident and highly organised Complaints Resolution Advisor to join their Service Operations Team. This fully remote role will focus heavily on managing and resolving complaints relating to services delivered on behalf of a strategic partner.

The successful Complaints Resolution Advisor will play a vital role in conducting fair and thorough investigations, delivering professional complaint resolutions, identifying service improvements, and helping shape complaints handling processes as the service continues to grow.

Key Responsibilities

• Manage and resolve customer complaints professionally and efficiently
• Conduct detailed investigations via phone, email, and internal systems
• Draft clear, empathetic, and professional complaint responses
• Liaise with internal and external stakeholders to gather evidence
• Maintain accurate complaint records and case updates
• Monitor complaint trends and recommend service improvements
• Support the development of complaints handling processes and procedures
• Assist with operational inboxes and live chats when required

Skills & Knowledge Required

• Minimum 2 years’ complaint handling or escalations experience essential
• Strong experience managing sensitive customer complaints
• Excellent verbal and written communication skills
• Strong investigative and problem-solving abilities
• Ability to remain calm and professional under pressure
• Highly organised with excellent attention to detail
• Comfortable working independently in a remote environment
• Previous property experience advantageous

Additional Information

• Temp to perm opportunity
• Fully remote role
• Minimum 2 years’ remote working experience required
• Dedicated home office setup essential
• Monday–Friday 9am–6pm working hours
• Opportunity to help shape and improve a growing complaints function