Senior Complaints Handler
| Posting date: | 21 January 2026 |
|---|---|
| Salary: | £250.0 to £300.0 per day |
| Additional salary information: | £250 per day (via Umbrella) |
| Hours: | Full time |
| Closing date: | 20 February 2026 |
| Location: | West Midlands, B4 6AJ |
| Company: | Hays Specialist Recruitment |
| Job type: | Temporary |
| Job reference: | 4763358_1768996922 |
Summary
Your new role
We are looking for a motivated and proactive Senior Complaints Officer who thrives in a fast‑paced environment and is committed to delivering a high‑quality customer experience. You will play a key role in ensuring stakeholders receive a friendly, precise and customer‑focused service, while helping to maintain a positive public image of Waste Services.What You Will Be Doing
- Delivering exceptional customer service across email and phone channels.
- Investigating and responding to enquiries and complaints about Waste Services with accuracy, efficiency and professionalism.
- Conducting detailed investigations with colleagues and stakeholders to resolve issues effectively.
- Preparing high‑quality written responses to complex and sensitive enquiries for a number of stakeholders and customers.
- Managing your workload flexibly to meet individual and team targets.
- Translating investigation findings into clear, accessible responses for customers.
- Managing a personal caseload while ensuring compliance with quality standards.
- Overseeing follow‑up actions with contractors to ensure commitments are met.
- Maintaining confidentiality and adhering to data protection requirements.
- Recording all activity in the CRM system and keeping internal databases up to date.
What you'll need to succeed
A strong candidate will have experience working in a similar senior complaints role, with excellent administrative, data‑entry and written communication skills. You should be confident engaging with senior stakeholders, able to analyse complex complaints to identify root causes and produce high‑quality written responses. Strong organisational ability, effective workload management and the capacity to work under pressure are essential. The role also requires someone who can resolve conflicts empathetically, influence colleagues to improve service delivery and build positive relationships with stakeholders at all levels.
What you'll get in return
Candidates will benefit from a competitive day rate of £250-£300 via Umbrella, working 37 hours per week on an initial three‑month contract with strong potential for extension. The role offers a hybrid working pattern with flexibility based on the candidate's needs, providing a balanced blend of stability, adaptability, and fair remuneration.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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