Complaints Handler

Complaints handlers manage customer complaints through to resolution, turning a negative experience into an opportunity to rebuild trust and improve the business. Prism 7 Resourcing places complaints handlers with logistics companies, financial services businesses, and customer-facing operators in the South East.

Key Duties

Receiving and logging customer complaints via phone, email, and written correspondence
Acknowledging complaints within regulatory or SLA-defined time frames
Investigating the root cause of each complaint by liaising with relevant departments
Drafting professional written responses and resolution offers for customer sign-off
Escalating complex or unresolved complaints to the relevant manager or ombudsman
Maintaining accurate complaints records and producing trend analysis reports
Recommending process improvements based on recurring complaint themes

Typical Qualifications & Requirements

Previous complaints handling or customer resolution experience
Excellent written English — confident drafting formal letters and emails
Calm, empathetic manner when dealing with frustrated or distressed customers
Knowledge of relevant regulatory complaints frameworks (FCA, Transport Focus, etc.) desirable
GCSEs including English at Grade C/4 or above; customer service qualification advantageous

Permanent

Build a long-term career with a permanent complaints handler role. We partner with established employers across the UK and UAE who offer competitive salaries, clear progression pathways, and genuine job security. Our consultants work with you to find a position that fits both your skills and your ambitions.

Popular

Temp-to-Perm

Start as a temporary complaints handler worker and transition into a permanent position once you've proven your value. Temp-to-perm is one of the most popular routes for Prism 7 candidates — it lets you assess the employer and the role before committing, while keeping the door open to a long-term placement.

Temporary

Prefer to keep your options open? Temporary complaints handler work gives you the freedom to gain experience across different employers, sectors, and sites while maintaining flexibility over your schedule. Prism 7 handles all compliance, contracts, and payroll so you can focus on the work.

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Permanent Recruitment

We source and shortlist permanent complaints handler candidates who are genuinely suited to your business — not just whoever is available. Our consultants handle everything from job brief to offer management, saving you time and reducing the risk of a costly mis-hire.

Popular

Temp-to-Perm

Reduce hiring risk with a working trial period. Our temp-to-perm model lets you assess a complaints handler candidate in your own environment before making a permanent offer. Prism 7 manages the candidate relationship throughout, ensuring a smooth transition when the time is right.

Temporary & Contract

Need complaints handler cover at short notice? Our temporary and contract staffing service gives you access to fully vetted, compliance-ready candidates — often within 24 to 48 hours. Ideal for seasonal demand, project work, or unexpected absence, with no long-term commitment required.

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Permanent