Senior Complaints Handler

Internal Application Deadline: 16/02/206 at 15:00

Salary: £32,000 per annum
Benefits: 25 Days annual leave plus bank holiday, birthday leave, Healthcare Plan, Shopping discounts and more

About Us

At Purplebricks, we’re redefining what it means to move home. With a modern approach to estate agency and a reputation built on results, innovation, and brilliant customer service, we’re proud to help thousands of people move every year.

We’re now looking for a motivated Valuer (or as we like to say, Local Property Partner) to join our growing team, someone who thrives on winning business, loves meeting people, and is passionate about property.

About the Role

The Senior Complaint Handler manages complex customer complaints, ensuring clear communication, fair outcomes and timely resolution. The role brings consistency to how complaints are handled, supports the wider team with guidance, and helps the business understand themes, risks and opportunities for improvement. 

 
This position combines hands-on complaint handling with data insight and quality oversight. It suits someone experienced in sensitive or escalated cases who can work independently and make balanced decisions that protect both customers and the business. 

What We’re Looking For

Strong background in managing complex complaints or regulated customer issues.  

Clear communicator with strong written and verbal skills.  

Able to handle sensitive situations with professionalism and steady judgement.  

Well organised with excellent attention to detail.  

Skilled at working independently in a remote environment.  

Confident analysing information, spotting patterns and making practical recommendations.  

Able to build strong working relationships across team 

Key Expectations

Complaint Handling 

Take ownership of complex complaints from receipt through to resolution. 

Communicate clearly with customers, setting expectations and keeping them updated. 

Gather information from internal teams and relevant systems to build accurate case histories. 

Produce well-reasoned written responses with clear explanations of decisions and outcomes. 

Make sure all complaints are handled within agreed timelines. 

Quality and Consistency 

Maintain a consistent approach to complaint handling across Customer Success. 

Act as a point of reference for colleagues seeking guidance on tone, structure or complaint expectations. 

Identify service quality issues and work with teams to address them. 

Working with the TPO Specialist 

Work closely with the TPO Specialist to align approaches across internal complaints and TPO expectations. 

Support TPO-related work when needed, including picking up cases during periods of absence. 

Receive training from the TPO Specialist on TPO processes to enable confident cover if required. 

Provide support on complex stage complaints that overlap with TPO themes. 

Maintain clear case ownership between both roles, making sure responsibilities remain distinct while enabling seamless cover. 

Reporting and Insight 

Build and maintain a real-time complaints reporting dashboard using available data sources. 

Track key indicators including complaint volume, ageing, resolution times, themes, root causes and financial outcomes. 

Ensure the dashboard remains accurate, reliable and easy for stakeholders to use. 

Provide a monthly summary to the Customer Success Lead outlining trends, risks and actionable insights. 

Update the Recruitment and Training Director on recurring themes, customer impact and skill gaps to support focused training and improved capability across the business. 

Use insight from the dashboard to help teams make practical changes that reduce future complaints. 

Internal Collaboration 

Work closely with Customer Success, Sales, Sales Progression and other teams to gather information and support smooth resolution. 

Keep the Recruitment and Training Director informed of themes that indicate training needs or opportunities to strengthen capability. 

Ensure handovers between teams are clear and customers receive consistent communication. 

Provide feedback and coaching to support early-stage complaint handling. 

Customer Experience 

Promote clear, empathetic and professional communication throughout the complaints process. 

Resolve issues fairly while protecting the business from unnecessary cost. 

Support improvements to customer outcomes and help reduce avoidable complaints.
 

On top of that, here are a few extras you might like:

25 days holiday

Celebration days off - Marriage/civil partnerships, birthdays, and moving days

All the tech you need, delivered to your door—with a quick and easy remote setup, so you’re ready to go from day one.

Medicash Plan—to help you stay happy and healthy, whether it’s work, rest, or play.

Purple-Perks platform—packed with staff discounts and benefits you’ll actually want to use.

24/7 Employee Assistance Programme—confidential support whenever you need a helping hand.

Exclusive Purplebricks property discounts—for you, your family, and your friends.

Tailored commission schemes—because we believe great work should always come with great rewards.

In-house Learning & Development Team—To keep you growing, learning, and moving forward in your career.

Life Assurance

Ready to Join Us?

If you’re passionate about property, love meeting new people, and are ready to take your career to the next level, we want to hear from you!

Apply today and start a new chapter with Purplebricks!