Complaints Specialist

ao.com; Stockport; On-site; GBP 30,000 - 40,000; Full time

Job summary

A customer-centric company in the UK is seeking a Complaints Specialist to tackle complex customer complaints and ensure fair outcomes. You will collaborate with various teams to improve processes, support vulnerable customers, and mentor colleagues. The ideal candidate excels in problem-solving, listening, and providing empathetic service. This role offers generous holidays and benefits, contributing to a positive work environment.

Benefits

33 days holiday including Bank Holidays

Holiday purchase scheme

Salary sacrifice pension scheme

Share save scheme

Employee discounts

2 days paid volunteering leave

Employee Assistance Helpline

Qualifications

• Ability to handle complex complaints and provide fair outcomes.
• Experience with customer service best practices.
• Strong written communication skills for final response letters.

Responsibilities

• Work with teams to resolve complaints and improve processes.
• Support vulnerable customers and ensure they receive excellent service.
• Conduct root cause analysis and provide insights for improvement.

Skills

Problem-solving

Listening skills

Empathy

Job description

We’re looking for someone who’s all about doing right by our customers. As a Complaints Specialist, you’ll take ownership of the trickier complaints, making sure every customer gets a fair outcome and feels looked after.

You’ll work closely with teams across the business to dig into the details, find solutions, and give extra support to customers who need it most. It’s not just about fixing problems—you’ll spot patterns, share insights, and help mentor others so we’re always delivering the best service possible. If you’re great at listening, solving problems, and keeping things fair, this could be the role for you.

Here’s What You Can Expect To Be Doing

• Work with our Customer Operations team and other departments to get to the bottom of complaints and put things right.
• Give extra support to customers who might be vulnerable and make sure they get the best possible outcome.
• Keep customers at the heart of every decision you make.
• Take ownership of complex and executive-level complaints, including writing final response letters and working with the Financial Ombudsman Service.
• Spot patterns through root cause analysis and share insights to help us improve.
• Support and mentor your teammates so we’re always delivering top-quality results.

A Few Things About You

We’re looking for someone who’s all about doing right by our customers. As a Complaints Specialist, you’ll take ownership of the trickier complaints, making sure every customer gets a fair outcome and feels looked after. You’ll work closely with teams across the business to dig into the details, find solutions, and give extra support to customers who need it most. It’s not just about fixing problems. You’ll spot patterns, share insights, and help mentor others so we’re always delivering the best service possible.

If you’re great at listening, solving problems, and keeping things fair, this could be the role for you.

A Bit About Us

musicMagpie is the surprisingly quick and easy way to declutter and get cash for your stuff, which is why millions of people use us every year to sell their mobile phone, games consoles, tablets, smartwatches, CDs, DVDs, Games, Books, Blu-Rays & much more. We've paid hundreds of millions to our happy customers - the smart, sustainable and trusted way to shop and sell.

As a pioneer in the circular economy, we’ve built a trusted platform using our circular model of recycling, refurbishing, reselling and renting products to give tech a second life and help to reduce e-waste on a massive scale.

As a musicMagpie employee, you’ll be part of a company that’s making a real difference, redefining how people buy and sell tech, and shaping a greener, more sustainable future. Plus, you’ll have the chance to learn, grow and innovate alongside a team that’s friendly, supportive and always looking ahead!

• 33 days holiday (inclusive of Bank Holidays)
• Holiday purchase scheme on top of your above statutory allowance!
• Salary sacrifice pension scheme
• Share save scheme
• Discounts across the musicMagpie product range
• Making a difference - 2 days paid leave for volunteering at a charity of your choice
• Health & wellbeing - Employee Assistance Helpline (EAP) & access to mental health first aiders and much more