Complaints handler

Job DescriptionComplaints Handler (Written)Location: Watford (on site)Salary: Up to £30,000 pro rataShifts: Between 8am and 8pm Monday to SundayContract: Full-time, 6 month FTC with potential to be extendedAre you an excellent communicator with a passion for delivering fair outcomes and great customer experiences? We're looking for a Written Complaints Handler to join our team in Watford. This is an exciting opportunity to play a key role in resolving customer issues with professionalism, accuracy, and empathy.Key ResponsibilitiesInvestigate and resolve customer complaints thoroughly and fairly, ensuring all outcomes are accurate, compliant, and in line with company and regulatory standards.Produce clear, high-quality written correspondence that reflects the company's values and tone of voice.Identify customer requirements and work to resolve retail and player queries, including account issues, customer enquiries, and system-related matters.Escalate complex or contentious issues to the appropriate business areas.Carry out ad-hoc data entry and administrative tasks as required.Participate in training sessions to maintain and develop your knowledge.Act as a brand ambassador, promoting the company positively while meeting performance targets (KPIs).What Experience We're Looking ForProven experience in complaint handling and customer correspondence within a regulated or customer-focused environment.Exceptional written communication skills, with the ability to write clearly, concisely, and empathetically.Awareness of working in a regulated business and adhering to relevant standards.Strong sense of customer advocacy and commitment to excellent service.Experience working collaboratively within a team environment.Competent user of Microsoft Office Suite (Word, Excel, Outlook, etc.).Ability to work effectively across multiple departments and manage relationships with key stakeholders.Brook Street NMR is acting as an Employment Business in relation to this vacancy