Complaints Officer at IT Career Switch

About the position

Position Overview
We are seeking a skilled Complaints Resolution Officer to manage and resolve customer disputes in our Student Care team. This role focuses on handling course cancellations, addressing negative reviews, managing complaints, and maintaining our company's reputation while ensuring fair outcomes for both students and the organisation.

You will be joining a passionate, ambitious, and innovative company that is offering the opportunity for the successful candidate to work from home. Specialising in training and launching careers in the IT Sector, our products are really making a difference in people's lives. With great pay and an annual leave structure, you will be joining a company that really looks after its employees!

Location: Work from Home
Monthly Salary: £700.00
Monthly Bonuses: £[Phone Number Removed]; (based on performance)
Hours: 9-5.30 pm UK hours, Mon-Fri
Lunch break: 60 minutes per day
Annual Leave: 21 days + Christmas & New Years' office shut for 10/11 days.
Immediate start available

Key Responsibilities

• Handle course cancellation requests, evaluating eligibility based on company policies and terms of service
• Receive, acknowledge, and investigate customer complaints and reviews across multiple channels (phone, email, written correspondence) on platforms such as Trustpilot, Google Reviews, and social media
• Respond to student complaints via email within established timeframes
• Conduct phone calls with dissatisfied students to understand concerns and negotiate resolutions
• Draft professional, empathetic responses that de-escalate situations while protecting company interests
• Provide clear explanations of course policies, technical requirements, and learning expectations
• Create template responses for common review scenarios while maintaining authentic, personalised communication
• Document all complaint interactions and resolution steps on the company's CRM system

Required Experience and Attributes

• Minimum 2-3 years of experience in customer service, dispute resolution, or an online business environment
• It is essential that you are fluent in English
• Excellent written communication with the ability to craft diplomatic yet firm responses
• Strong verbal communication skills with the ability to adapt tone for different audiences
• Strong negotiation skills with a focus on win-win outcomes
• High emotional intelligence and patience when dealing with frustrated students
• Detail-oriented approach to documentation and case management
• Analytical mindset for identifying patterns in disputes and implementing preventive measures
• Ability to remain objective and fair while advocating for both student and company interests
• Resilient personality able to handle challenging and sometimes confrontational interactions

Desired Skills:

• English speaking
• Complaint Handling
• customer service
• communication

Employer & Job Benefits:

• work from home
• remote work
• online training provider