Senior Complaints Specialist

RAC; Walsall; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A well-established service provider in the UK seeks a Senior Complaints Resolution Specialist to manage complex complaints fully. You will guide team members, ensuring outcomes are fair and members feel supported. This full-time position in Walsall requires strong resilience, numerical skills, and experience in customer-focused roles. Join us to help deliver exceptional service and grow your career in a supportive environment. Competitive salary and numerous benefits await you.

Benefits

Eligibility for bonus scheme

23 Days Annual Leave

Pension scheme contributions up to 6.5%

Life Assurance cover

Confidential personal support service

Free breakdown service

Discounts on high street retailers

Free onsite parking

Qualifications

• Experience in a customer-focused role handling challenging conversations.
• Confidence in using systems and strong numerical and written abilities.

Responsibilities

• Own complaints end-to-end across phone, email, and written channels.
• Investigate issues accurately and ensure compliance.
• Coach colleagues to improve decision-making and case handling.
• Monitor performance and identify productivity improvement opportunities.

Skills

Strong resilience

Determination

Self-motivation

Numerical ability

Written communication

Education

GCSE standard (or equivalent)

Job description

About The Role

We’relooking for aSenior Complaints Resolution Specialistto help us deliver fair,timelyandhigh-qualityoutcomes for our members.You’lltake full ownership of complex complaints from start to finish, investigating thoroughly, communicating withempathyand ensuring every member feels genuinely heard and supported.

Alongside managing your own caseload,you’llbe a trusted subject matter expert within the team.You’llcoach colleagues in real time, support managers with performance insight and play a key role in strengthening the overall complaint’s function. This is afull-time, permanentrole based in ourBescotoffice.

What you’ll be doing

• Supporting management team with oversight of end-to-end daily performance across closure targets, qualitymetricsand escalated case reviews

• Owning complaints and enquiriesend-to-endacross phone,emailand written channels.

• Investigating issues with care,accuracyand objectivity, ensuring decisions are fair and fully compliant.

• Coaching colleagues in real time, sharing yourexpertiseto strengthendecision-makingand case handling.

• Working closely with managers tomonitorperformance and spot opportunities to improve productivity.

• Keeping recordsaccurate, data meaningful and systems up to date so cases progress smoothly.

• Handling reopened or complex cases with confidence, escalating where needed withclear evidence.

• Contributing to a positive, collaborative team culture by sharing insights,feedbackand best practice.

• Taking ownership of your own development and embracing continuous improvement.

What you’ll bring

• Teamfocuswith passion for the department to succeed

• Strong resilience,determinationandself-motivation.

• Confidence using systems, with solid numerical and written ability.

• Experience in acustomer focusedrole whereyou’vehandled challenging conversations or decisions.

• Educated to GCSE standard (or equivalent).

What's in it for You?

At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:

• Eligibility to join our bonus scheme.

• 23 Days Annual Leave

• Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.

• 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.

• Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household.

• FREE RAC Ultimate Complete Breakdown Service from Day One.

• Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.

• FREE onsite parking.

Why RAC?

For more than 128 years,we’vebeen keeping drivers moving, and todaywe’retrusted by over 15 million members.We’realso trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.

We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work, andwe’llbe with you every step of the way to help you grow and develop your career.