Complaints Specialist

We're looking for someone who's all about doing right by our customers. As a Complaints Specialist, you'll take ownership of the trickier complaints, making sure every customer gets a fair outcome and feels looked after. You'll work closely with teams across the business to dig into the details, find solutions, and give extra support to customers who need it most. It's not just about fixing problems - you'll spot patterns, share insights, and help mentor others so we're always delivering the best service possible. If you're great at listening, solving problems, and keeping things fair, this could be the role for you.Here's What You Can Expect To Be Doing

• Work with our Customer Operations team and other departments to get to the bottom of complaints and put things right.
• Give extra support to customers who might be vulnerable and make sure they get the best possible outcome.
• Keep customers at the heart of every decision you make.
• Take ownership of complex and executive-level complaints, including writing final response letters and working with the Financial Ombudsman Service.
• Spot patterns through root cause analysis and share insights to help us improve.
• Support and mentor your teammates so we're always delivering top-quality results., musicMagpie is the surprisingly quick and easy way to declutter and get cash for your stuff, which is why millions of people use us every year to sell their mobile phone, games consoles, tablets, smartwatches, CDs, DVDs, Games, Books, Blu-Rays & much more. We've paid hundreds of millions to our happy customers - the smart, sustainable and trusted way to shop and sell.
As a pioneer in the circular economy, we've built a trusted platform using our circular model of recycling, refurbishing, reselling and renting products to give tech a second life and help to reduce e-waste on a massive scale.


• Experience of working within a complaints role, ideally from a contact centre environment
• You genuinely care about doing the right thing for customers and take pride in delivering fair, positive outcomes.
• Comfortable taking ownership of complex complaints and seeing them through to resolution.
• Remains calm under pressure and makes balanced, customer-focused decisions.
• Naturally curious, with the ability to investigate issues and understand root causes.
• Enjoys supporting and guiding colleagues, contributing positively to a collaborative team culture.
  
  As a musicMagpie employee, you'll be part of a company that's making a real difference, redefining how people buy and sell tech, and shaping a greener, more sustainable future. Plus, you'll have the
chance to learn, grow and innovate alongside a team that's friendly, supportive and always looking ahead! · 33 days holiday (inclusive of Bank Holidays) · Holiday purchase scheme on top of your above statutory allowance! · Salary sacrifice pension scheme · Share save scheme · Discounts across the musicMagpie product range · Making a difference - 2 days paid leave for volunteering at a charity of your choice · Health & wellbeing - Employee Assistance Helpline (EAP) & access to mental health first aiders and much more, Surname
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That's great! We'd love to know more about you! How do you describe your gender identity? How do you describe your ethnic background? How do you like to describe your sexual identity or sexual orientation? Do you identify as a person with a disability or are you a person with accessibility needs? How would you describe your Neurodiversity?Great! Do you require any reasonable adjustments if we were to invite you to an interview? Reasonable adjustmentsWhat are reasonable adjustments? We want to make sure you have the best possible experience throughout our recruitment journey. If there's anything we can do to make the process more comfortable or accessible, like arranging a ground floor meeting room for an interview or having a sign language interpreter join you, please let us know below. We're here to support you every step of the way. If this role was recommended to you by someone already working at AO, please tick the box and let us know their name. Referrer First Name Referrer Last Name By ticking, this means you are giving us your permission to keep in touch with you over the next 12 months using the information you have submitted. We will share content with you every now and then about AO and update you on relevant job opportunities. To opt out at any point, please email careers@ao.comYour applications in! One of our recruitment team will be in touch soon with an update as soon as they can. In the meantime, why not check out what life at AO is all about! Explore Now What are your salary expectations?
• Do you now or will you in the near future require visa sponsorship?
• This is a hybrid role based 3 days a week at our Stockport office. Please confirm this is ok for you?
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• Takes just 2 minutes to complete!AO is for everyone! We should all feel that we belong. That's why we are creating a welcoming and inclusive place to work. We're proud to be different. From how we look to the way we talk to our customers, we skip to the beat of our very own drum. We know that being different together is our superpower and we celebrate it because it makes us stronger, more creative, and better at what we do. We believe the people we employ should reflect the diversity of our customer base; that way, we can communicate in a way that recognises all backgrounds, races, ethnicities, genders, ages, religions, abilities, and sexual orientations. And that's why we're asking these questions. Making sure our recruitment process is inclusive is a key part of what we're doing at AO to encourage diversity as an employer. Read more How will we use the data? After we've collated the data, we'll look at the patterns to assess if we are inclusive at each stage. If it turns out that we aren't, then the data may help us identify where we can improve. The data collated won't have any impact on your application and is not shared with hiring managers or the recruitment team.