Location: Brighton & Hove
Salary: £26,000 – £30,000 DOE –
Hours: Full-Time, Temp to Perm (35 hrs per week)
Hunters’ client is a fast-paced business that provides appliance & heating protection repair and service products is looking for candidates to deliver reliable service, clear communication, and high standards of customer care.
We are seeking an experienced Complaints Handler to manage customer issues from initial complaint through to resolution. You will be responsible for investigating service issues, communicating outcomes clearly, and ensuring fair, timely and professional resolution of customer concerns.
This role is ideal for someone who is confident handling difficult conversations, resolving service complaints, and working closely with engineers, office teams, and customers to achieve positive outcomes.
Key Responsibilities
- Manage incoming customer complaints via phone, email, and written correspondence
- Investigate service issues including missed appointments, repair delays, workmanship concerns, and billing queries
- Liaise with engineers, service teams, and management to gather facts and resolve issues
- Maintain accurate records of complaints, actions taken, and outcomes
- Ensure all complaints are handled fairly, professionally, and in line with company procedures
- Provide clear written responses confirming outcomes and resolutions
- Identify recurring issues and escalate trends to management
- Support service improvement by feeding back common complaint themes
- De-escalate difficult customer situations and maintain positive relationships
- Ensure all cases are resolved within agreed timeframes
About You
- Previous experience in a complaints handling customer service role
- Confident handling challenging or escalated customer interactions
- Strong written and verbal communication skills
- Highly organised with excellent attention to detail
- Able to investigate issues and make fair, balanced decisions
- Comfortable working in a fast-paced, operational environment
- Experience in repairs, facilities, utilities, or trade services is desirable
Desirable Experience
- Background in appliance repair, engineering services, facilities management or trade services
- Experience dealing with engineer scheduling issues or service disputes
- Understanding of consumer rights and service level expectations
- Experience working in a small-to-medium service business environment
Complaints Handler – What’s On Offer?
- Excellent development opportunities
- Friendly and supportive team environment
- Gym on site
- Day off on your Birthday
- Social Events
- Central Brighton Office