Complaints Handler

Posting date:	20 January 2026
Hours:	Full time
Closing date:	19 February 2026
Location:	Farnborough, Hampshire, GU14 0FB
Remote working:	Hybrid - work remotely up to 3 days per week
Company:	Hays Specialist Recruitment
Job type:	Contract
Job reference:	4763195_1768925743

Summary

A premium vehicle manufacturer is looking for a team member to work alongside the existing Special Case Management team (SCMT) providing support through administration of key support tasks.

The special operations team works alongside consumers and multiple external parties to report, manage and resolve product quality investigations. This unique team differs from traditional customer service case management in that its scope is outside of managing and resolving typical customer vehicle ownership complaints. Product quality investigations need individual management and high standards of care to those involved - delivering both positive and undesirable outcomes. This area of the business requires a balance between doing what a business must and what is the right thing to do fairly and with transparency.

The role will largely have fixed responsibilities but also the opportunity to explore and support investigation management alongside a special case manager. The role will involve the handling of sensitive information from beginning to end and as such, there is a need for discretion and consideration when not working in the office environment.

The role is a great opportunity for candidates who have experience in legal, insurance, product support, or complaints customer service with a passion for detail and a natural ability to communicate with all involved parties. From this, the successful candidate can gain valuable skills in complex case management, negotiation, excellent customer care and in addition - the opportunity to progress to the special case management level as and when a position arises.
Responsibilities:

• Setting up the initial detailed case record on various platforms for new product quality investigations to enable initial fact finding.
• Conduct a detailed interview with all relevant parties following a structured but not scripted approach ensuring both customer empathy and business need are met for information.
• Setting customer expectations on the business intentions, abilities and processes with timelines. Considering and authorising necessary support including cost incurring activities then keeping record of the same.
• Co-ordinating all parties involved in the early stages by establishing continuing consumer and business needs at an early point including mobility, product location and relevant notification to external parties. Keeping detailed record of these needs and managing the same to prevent unnecessary cost.
• Introducing the responsible special case manager to the involved parties and providing a detailed handover to said manager ensuring there is little to no need for additional information based requests.
• Regular customer contact both inbound and outbound to ensure the best levels of care and confidence in our brand even when there is nothing of note. This ensures the consumer journey is not wanting therefore reducing the number of escalated complaints.
• Effective follow up activities by phone, email and the product quality complaint case system as requested by the special case manager.
• Supporting the special case manager role when absent from the office.
• Compile and distribute key weekly and separate monthly reporting to internal stakeholders.
• Carrying out audit on data quality management throughout case life ensuring quality and accuracy of data on differing IT systems.
• Ensuring costings to the business are accurately recorded on differing platforms.
• Providing support within the Republic of Ireland market on various retailer and customer matters.

Qualifications and Experience

• Experience of working in a fast-paced environment.
• Ability to prioritise workflow and adapt quickly to changing requirements.
• Capable of working autonomously and as part of a close-knit team.
• Great communication skills both written and verbal.
• Competent in the use of Microsoft Excel and ability to learn bespoke IT systems.
• Ability to compile detailed and usually sensitive information to allow confident decision making at a senior level.
• Requirement to understand and maintain the confidential nature of special case details.
• Ability to collate and act on data in a clear, confident and concise manner.
  
  
• Present a professional manner and service to all internal and external parties.

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