Senior Service Delivery and Complaints Executive

Job Description

Senior Service Delivery and Complaints Executive

Fully Remote | £30,000 | Full-Time, Sunday–Thursday or Tuesday to Saturday 9am – 6pm| Temp to Perm

Are you a Senior Service Delivery Consultant with 3–4 years’ experience investigating escalated or Stage 2 complaints and making balanced, evidence-based decisions? A growing technology-led business is looking for an experienced complaints professional to join its Service Operations team. You will take ownership of complex complaints from investigation through to resolution, ensuring decisions are fair, clearly justified and supported by policy. This Senior Service Delivery and Complaints Executive role also involves identifying complaint trends, improving procedures and supporting colleagues with complex or high-risk cases.

Job Responsibilities

• Investigate complex, escalated and Stage 2 complaints thoroughly and impartially.
• Take full ownership of cases from receipt through to final resolution.
• Draft clear responses explaining decisions, evidence and relevant policies.
• Challenge or push back appropriately where complaints are not upheld, providing justified reasons.
• Identify complaint trends, service risks and recurring issues.
• Recommend improvements to procedures, customer journeys and service delivery.
• Act as a senior escalation point and deputy for the Service Delivery Manager when required.
• Mentor colleagues and provide guidance on complex complaints and service standards.

Skills & Knowledge Required

• Have 3–4 years’ experience handling complex or escalated complaints.
• Demonstrate experience investigating complaints and reaching evidence-based outcomes.
• Confidently explain and defend decisions using policy, procedure and supporting information.
• Show experience analysing complaint trends and implementing service improvements.
• Possess excellent written and verbal communication skills.
• Demonstrate sound judgement, resilience and attention to detail.
• Have at least two years’ experience working fully remotely.
• Maintain a private, professional and distraction-free home office.
• Experience within banking, financial services, compliance, regulated environments or similarly structured complaints functions would be particularly relevant.