Senior Complaints Resolution Specialist – Lead & Impact

RAC; Walsall; On-site; GBP 30,000 - 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

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.