Title: Customer Complaints Handler Department: Customer Operations Location: City Centre, Sheffield, Hybrid (3 days a week, 2 days from home) Full time, permanent Salary: up to £28,000 Tes is an international provider of software-enabled services passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers’ and schools’ needs at the core, ensuring they are innovative, trusted education solutions. Role overview We are looking for a dynamic and detail-oriented Customer Complaints Resolutions Specialist to join our team. You will bring strong experience in managing customer complaints, effective communication skills, and a problem-solving mindset. This role will involve handling complex cases with confidence and professionalism, aiming for first-contact resolution and driving continuous improvement across our services. Key Responsibilities Take ownership of a pipeline of complaints and manage them to resolution. Identify the root cause of issues and resolve them efficiently, ensuring all facts are recorded and passed to the relevant departments. Handle a variety of complex customer-facing issues with confidence and professionalism. Work to agreed departmental SLAs for answering calls, emails, and managing escalations. Optimize customer satisfaction while meeting quality standards for contact handling. Analyse complaint and survey data to identify and implement continuous improvement actions. Act as the voice of the customer in internal projects, providing unique insights from their perspective. What will you need to succeed? 3 years’ experience managing customer complaints. Proven ability to meet deadlines and prioritize tasks effectively. Exceptional written and verbal communication skills, including negotiation and presentation. An engaging and articulate telephone manner, capable of handling challenging conversations. Experience conducting detailed investigations and making sound judgments. Analytical and problem-solving skills to achieve practical solutions. Resilience and ability to thrive under pressure in fast-paced environments. A positive, customer-centric attitude, focusing on first-contact resolution. High attention to detail with a strong understanding of Tes products and services. What do you get in return? 25 days annual leave, rising to 30 days. 5% pension contribution post-probation. State-of-the-art city centre offices. Access to a range of benefits via My Benefits World. Discounted city centre parking. Free eye care and health cover. Life assurance. Cycle to Work Scheme. Employee Assistance Programme (EAP). Monthly Tes Socials. Extensive Learning and Development opportunities. Other details Pay Type Salary Min Hiring Rate £26,000.00 Max Hiring Rate £28,000.00