First Line Complaints Handler

First Line Complaints Handler 

Bolton/Hybrid 
37.5 hours per week (Monday-Friday) 
Salary: £27,842 

Looking for your next step in customer experience? 

If you’re passionate about helping customers, enjoy solving problems and have experience handling complaints, we’d love to hear from you. 

We’re looking for a professional and organised First Line Complaints Handler who can build trust, investigate concerns fairly and deliver positive outcomes for our customers. You’ll play an important role in protecting our brand, improving customer experiences and helping us continue to provide the high standards of service we’re known for. 

This is a fantastic opportunity to join a growing business where your communication skills, attention to detail and ability to make a difference will be valued. You’ll have the support, tools and environment to develop your skills while being part of a team that genuinely cares about doing the right thing for customers. 

A Bit About the Role 

As a First Line Complaints Handler, you’ll be responsible for managing customer complaints at the first stage of our complaints process. You’ll work closely with customers, internal teams and suppliers to investigate concerns, understand what has happened and provide fair resolutions. 

You’ll handle a variety of complaints, including customer contacts and online reviews, ensuring each case is investigated thoroughly, independently and in line with our complaint policies and service level agreements. 

Your role will include: 

• Managing first-stage complaints and lower-risk complaints, aiming to resolve issues before they progress further through the complaints process  

• Investigating complaints fairly by reviewing information, gathering evidence and working with relevant teams and suppliers  

• Identifying where errors may have occurred and considering appropriate resolutions or redress based on customer impact  

• Communicating investigation outcomes clearly and professionally with customers  

• Working towards resolving complaints within the required timescales  

• Providing feedback to the wider business where improvements can be made to processes or customer journeys  

No two complaints are the same, making this a varied role where your ability to listen, investigate and find solutions will help you succeed. This role provides the opportunity to build your customer experience, communication and problem-solving skills while gaining valuable experience within a growing business. 

A Bit About You 

We’re looking for someone who enjoys helping people, can confidently manage conversations and can remain calm and professional when handling challenging situations. 

You’ll ideally have previous experience in complaints handling, customer service, contact centre or another customer-facing environment where you’ve developed strong communication and problem-solving skills. 

You’ll be someone who’s 

• Experienced in handling customer complaints (escalated complaint experience is an advantage)  

• Confident investigating issues and making fair, balanced decisions  

• Highly organised with excellent attention to detail  

• Comfortable managing multiple cases and working to deadlines  

• Able to understand and follow policies, processes and procedures  

• Confident communicating with customers, stakeholders and suppliers  

• Skilled at explaining outcomes and solutions clearly  

• Comfortable using systems including Excel, Word and Outlook, with the ability to quickly learn new platforms  

• Adaptable, positive and eager to learn  

• A supportive team player who can work well under pressure  

Experience within energy, utilities or B2B services would be an advantage, but we’re most interested in your ability to communicate, investigate and deliver excellent customer service. 

A Bit About Us 

Love Business are one of the UK’s leading brands in helping businesses get the right deals for their Energy, Water, Connectivity & Payments, all in one place.  

We have been helping business for nearly 15 years now, and have close relationships with over 23 suppliers. 

Why Join LOVE? 

Our Teammates are the heart and soul of our business, and every single person has an important part to play in driving our success. We firmly believe that happy Teammates result in happy customers, so we like to have a little fun along the way. 

We value the time of our Teammates and know it’s important to create a balance between work and home life. You’ll work Monday-Friday with no weekends or late evenings, spending 3 days in the office and 2 days working from home. 

Our social calendar is loaded with awards days, incentives and activities to keep recognition front of mind and bring our teams together. 

What you'll get 

• £27,842 salary  

• Hybrid working – 3 days in the office and 2 days from home  

• Full training and ongoing support  

• Opportunities to develop your skills and grow within the business  

• Healthcare package  

• 25 days holiday, with an additional day for every year of service, capped at 28 days  

• Exciting social events including themed celebrations and parties, charity functions and conferences  

• Sociable working hours – Monday to Friday with no weekends or late evenings  

• A secure future through our Pension plan  

• Refer a Friend Scheme rewarding up to £1,000  

• On-site gym  

If you’re ready to join a successful, award-winning energy consultancy where you can make a real difference to customers and grow your career, don’t hold back! Get in touch! 

We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you. 

Note: This job description is intended as a guide to the scope of the duties and responsibilities of the post and not meant as an inflexible specification. The post holder may be asked, and is expected to, undertake any other duties commensurate to the