Complaint Handler

**Complaints Handler**

**Full-time, permanent**

**Location**:Sutton Coldfield, Birmingham (Office Based)**

**Salary: £24,582.00 per annum**

At Dignity Funerals, we understand that our work goes beyond providing a service; it’s about being there for people when they need it most. We’re a dedicated team committed to offering care, compassion, and understanding to families during life’s most challenging moments. Every day, we strive to make a difficult time a little easier for those we support.

We’re seeking a compassionate **Complaints Handler** to become a vital part of our team. This role is far more than customer service—it’s about making a meaningful impact in the lives of families during some of their most difficult moments. You’ll be the person they turn to when they need understanding and support, ensuring that their concerns are addressed with the care and respect they deserve.

**What You'll Be Doing**:

- Handle incoming complaints calls with professionalism, empathy, and patience.
- Listen attentively to customers' concerns, demonstrating understanding and empathy.
- Provide clear and concise explanations of company policies and procedures to customers.
- Liaise with internal departments to escalate and resolve complex complaints.
- Document all interactions and resolutions accurately in our complaint management system.
- Follow up with customers to ensure that complaints have been resolved to their satisfaction.
- Identify opportunities for process improvements to prevent future complaints.

**This would suit someone who**:

- Has previous experience in customer service or complaint handling roles, although it's not essential, as training will be provided.
- Possesses excellent communication skills, both verbal and written, enabling effective interaction with customers.
- Demonstrates strong interpersonal skills and the ability to remain calm under pressure, ensuring professionalism during challenging situations.
- Displays empathy and compassion for customers experiencing difficult situations, providing genuine support, and understanding.
- Exhibits attention to detail and strong problem-solving abilities, ensuring thorough investigation and resolution of complaints.
- Any familiarity with complaint management systems or CRM software is advantageous.
- Shows a willingness to learn and adapt to new processes and procedures, contributing to continuous improvement within the role.

If you're ready to bring your skills, experience, and passion to our team and make a meaningful impact on the lives of our customers, we want to hear from you Dignity Funerals is an equal opportunity employer, committed to fostering diversity and inclusion in the workplace.

**What are the next steps?**

**FCA Statement**

**Equality, Diversity, and Inclusion Statement**

Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences.

We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.

**#LI-FP1