Complaint Specialist

4 days ago

London, United Kingdom AAT Full time

**Salary**

£36,726-£38,659 per annum, based on experience.

**Contractual hours**

35

**Basis**

Full Time

**Job category/type**

Customer services

**Date posted**

10/03/2025

**Job reference**

REC006384

AAT is the UK’s leading qualification and professional membership body for vocational accountants. We pride ourselves on providing practical qualifications that meet the needs of both employers and employees.

**Term**:Permanent

**Location**:We have hybrid working in place, with 1-2 days per week, in our office in Canary Wharf.

**What exactly will you be**doing?**

As a Complaints Specialist you will be part of a team that is responsible for handling and resolving all customer and partner complaints. You will ensure complaints are addressed promptly and effectively, transforming negative customer and partner experiences into positive outcomes. You will deliver the complaints resolution process, ensuring all stages align with policies and regulatory standards. Through identifying the root cause of complaints and addressing them, you will provide solutions that balance customer and partner satisfaction with business needs.

**Major objectives**

You will:

- Identify, resolve and respond to all customer and partner complaints efficiently and effectively, additionally drafting responses for escalated complaints for sign off.
- Establish the root cause of complaints and put mechanisms in place to avoid repeat occurrences.
- Ensure complaint resolution is aligned with organisational policies and regulatory standards.
- Improve customer experience and satisfaction to drive loyalty and positively impact on AAT’s reputation and brand.

**What are we looking for?**
- Knowledge of awarding and professional body industry.
- Knowledge of complaint resolution processes.
- Prior experience of CRM & technology platforms.
- Strong verbal and written communication skills.
- Experience of working in the customer service industry and complaint handling.
- Educated to at least A-Level standard, ideally in Business or Communications.

**What are the benefits?**

At AAT we believe in treating our staff well and this is reflected in our wide-ranging benefits, which include:

- Hybrid working (1-2 days per week in our London office) and opportunities for further flexible working.
- 25 days’ annual leave, increasing one day per year up to a maximum of 30 days plus bank holidays.
- Great pension scheme, life assurance, and critical illness cover.
- Health cash plan.
- Enhanced maternity and shared parental leave contributions of up to 6 months’ full pay depending on the length of service.
- Regular wellbeing initiatives.
- Cycle2Work scheme and much more.

**Closing Date**:The planned closing date for this role is **Monday 24 March** at 17.00,** however, we reserve the right to close the role earlier than planned.

It’s an exciting time to join AAT and we would love you to join us on our journey. In 2022 we achieved one-star company status in the Best Companies survey, and we have recently launched our strategy to 2030.

Come and help us to make AAT an even better place to work

**Interested?

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