Complaints Handler Job Description [Updated for 2025]

In the customer-centric world, the role of complaints handlers has never been more crucial.

As businesses strive for exceptional customer service, the demand for skilled individuals who can effectively manage, resolve, and learn from customer complaints is growing.

But let’s delve deeper: What’s truly expected from a complaints handler?

Whether you are:

• A job seeker looking to understand the core of this role,
• A hiring manager mapping out the perfect candidate,
• Or simply fascinated by the intricacies of complaint handling,

You’re in the right place.

Today, we present a customizable complaints handler job description template, designed for easy posting on job boards or career sites.

Let’s dive right in.

Complaints Handler Duties and Responsibilities

Complaints Handlers are responsible for dealing with complaints from customers about a company’s products or services.

They work to resolve issues, ensure customer satisfaction, and improve the company’s processes based on feedback.

Their duties and responsibilities include:

• Receive and respond to customer complaints, aiming to resolve the issue at the earliest
• Listen to the customer’s issues and empathize with their situation
• Analyze complaints to understand the root cause and identify trends or recurring problems
• Communicate with other departments to resolve complaints, ensuring a consistent and fair approach
• Recommend changes to company processes and procedures based on customer feedback
• Ensure that all complaints are logged accurately and maintained in the company’s complaint management system
• Adhere to company policies and regulatory guidelines when handling complaints
• Escalate complex complaints or those requiring management intervention
• Follow up with customers to ensure their issues have been resolved and they are satisfied with the outcome
• Prepare reports on complaints, including numbers received, nature of complaints, resolutions and any trends identified

 

Complaints Handler Job Description Template

Job Brief

We are in search of a dedicated Complaints Handler to manage and respond to customer complaints effectively and professionally.

The role of the Complaints Handler includes receiving and responding to customer complaints, ensuring resolution of issues, and maintaining a positive relationship with customers.

The ideal candidate will have excellent communication skills, the ability to empathize with customers, and a problem-solving mindset.

 

Responsibilities

• Receiving and responding to customer complaints in a timely manner
• Investigating and resolving customer complaints effectively
• Maintaining a high level of customer satisfaction and building positive relationships with customers
• Keeping accurate records of customer complaints and the steps taken for resolution
• Identifying trends in complaints and making recommendations for improving customer service and satisfaction
• Working closely with other team members to ensure consistent service and support to customers
• Complying with company policies and procedures, and regulatory requirements

 

Qualifications

• Previous experience in a customer service or complaints handling role
• Excellent communication and interpersonal skills
• Strong problem-solving skills and the ability to handle difficult situations
• High level of empathy and understanding
• Ability to work well under pressure and manage multiple tasks
• Highly organized and detail-oriented
• Basic computer skills, including data entry and email
• High school diploma or equivalent qualification

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Customer service training opportunities

 

Additional Information

• Job Title: Complaints Handler
• Work Environment: Office setting. May require some flexibility in hours to handle complaints across different time zones.
• Reporting Structure: Reports to the Customer Service Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $32,000 minimum to $50,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Complaints Handler Do?

Complaints Handlers typically work for a variety of businesses across industries, handling customer grievances and ensuring their concerns are addressed appropriately.

They are often the first point of contact for customers who are dissatisfied with a product or service.

They listen carefully to the customers’ concerns, empathize with their situation, and provide constructive solutions to their issues.

Their main job is to investigate and resolve complaints in a fair and efficient manner.

This can include liaising with other departments to gather information, evaluating the validity of the complaint, and determining the appropriate course of action.

They also communicate with customers throughout the process, providing updates and ensuring that the customers are satisfied with the resolution.

In addition to handling individual complaints, Complaints Handlers often analyze complaint trends and provide feedback to the company to help improve products or services.

This may involve creating and presenting reports to management.

Complaints Handlers are also responsible for maintaining comprehensive records of all customer interactions and transactions, following up to ensure resolution, and escalating unresolved issues to the relevant departments or individuals.

Their role is crucial in maintaining a positive company image and customer satisfaction.

 

Complaints Handler Qualifications and Skills

A proficient Complaints Handler should possess the following qualifications and skills that match the job description:

• Excellent communication skills to effectively listen to, understand and resolve customers’ complaints.
• Patient and empathetic nature, with the ability to handle potentially stressful situations calmly and professionally.
• Problem-solving skills to evaluate complaints and identify appropriate solutions in a timely manner.
• Strong customer service skills to enhance the client’s experience and satisfaction during the complaint resolution process.
• Organizational skills to accurately document and track complaints, ensuring all issues are properly recorded and closed.
• Good interpersonal skills to liaise with different departments within the company to resolve complaints.
• Proficiency in using computers and other office equipment as well as various software such as customer relationship management (CRM) systems.
• Attention to detail to ensure that all relevant complaint details are captured and addressed, and to avoid recurring issues.

 

Complaints Handler Experience Requirements

Entry-level Complaints Handler candidates typically require at least 1-2 years of experience in a customer service role, where they gain essential skills in complaint handling and resolution.

This experience can often be acquired through part-time roles, internships, or even volunteer work in a customer-facing environment.

Candidates with about 3 years of experience often have a deeper understanding of company policies and procedures, as well as a proven track record in efficiently resolving customer complaints.

They may have honed their skills in roles such as Customer Service Representative or Client Service Specialist, and would be well-versed in maintaining customer satisfaction.

Complaints Handlers with over 5 years of experience may have developed strong leadership skills and are likely to have experience in managing a team.

They may have handled escalated complaints and helped shape customer service policies within an organization.

At this stage, they may be ready for a managerial role within the Customer Service or Complaints department.

 

Complaints Handler Education and Training Requirements

Complaints Handlers typically require a high school diploma or equivalent.

However, a bachelor’s degree in business administration, customer service or a related field can be advantageous.

They must have a comprehensive understanding of customer service principles and practices, often gained through previous experience in a customer-facing role.

Some positions may require specific knowledge in a particular industry, such as finance or healthcare, which may require additional training or certification.

Complaints Handlers must also have excellent communication and problem-solving skills, often honed through on-the-job training.

Certain companies may offer formal training programs for Complaints Handlers that cover their specific products, services, and complaint resolution procedures.

Although not required, some Complaints Handlers may choose to pursue certification through organizations such as the International Customer Service Association or the Customer Service Institute of America, which can demonstrate a commitment to the profession and enhance career prospects.

Continuing education and professional development are also important, as this field is often subject to changes in regulations and customer service best practices.

 

Complaints Handler Salary Expectations

A Complaints Handler typically earns an average salary of $40,000 (USD) per year.

However, the actual earnings can fluctuate based on the individual’s experience, the size and industry of the company, and the geographical location.

 

Complaints Handler Job Description FAQs

What skills does a Complaints Handler need?

Complaints Handlers must possess excellent communication and customer service skills to professionally and effectively handle customers’ grievances.

They should also have strong problem-solving skills to assess the issue and find a feasible solution.

Emotional intelligence, patience, and empathy are also crucial in this role to understand the customers’ perspectives and manage difficult situations.

 

Do Complaints Handlers need a degree?

A degree is not typically required for a Complaints Handler, though a qualification in fields such as customer service or business management can be beneficial.

However, employers generally value experience in a customer-facing role more.

Relevant training and knowledge of the company’s products, services, and policies will also be required.

 

What should you look for in a Complaints Handler resume?

A good Complaints Handler resume should demonstrate previous experience in a similar role or customer service environment.

Look for evidence of strong communication skills, problem-solving abilities, and a customer-first attitude.

If the candidate has specific knowledge or experience in your industry, that’s a bonus.

Also, check for any relevant qualifications or training they may have completed.

 

What qualities make a good Complaints Handler?

A good Complaints Handler is patient, empathetic, and has excellent listening skills.

They need to remain professional and calm under pressure while dealing with unsatisfied customers.

They should also be detail-oriented to accurately record and process complaints.

A good Complaints Handler also possesses strong problem-solving skills to provide effective solutions and ensure customer satisfaction.

 

Is it difficult to hire Complaints Handlers?

The challenge of hiring Complaints Handlers largely depends on the industry and the specific needs of the business.

Since customer service skills are transferable, it can be easier to find candidates for this role compared to specialized roles.

However, finding candidates with the right temperament and ability to handle difficult situations can be challenging.

 

Conclusion

And there you have it.

Today, we’ve uncovered the true essence of being a Complaints Handler.

Surprise, surprise?

It’s not just about solving problems.

It’s about sculpting customer satisfaction, one complaint at a time.

With our reliable Complaints Handler job description template and real-life examples, you’re fully prepared to step up.

But why limit yourself?

Venture further with our job description generator. It’s your next step to meticulously crafted job listings or refining your resume to perfection.

Remember:

Every complaint handled is a step towards enhanced customer satisfaction.

Let’s shape that future. Together.

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