Complaints Specialist

We're looking for a Complaints Specialist to join our Funeralcare Customer Support team and help us deliver compassionate, fair, and effective resolutions for our customers and members. In this role, you'll manage complaints from start to finish, taking ownership of each case and working closely with colleagues across the business to understand what happened, put things right, and ensure every customer receives the support they need during what can often be a difficult and emotional time. Why this role matters This is an opportunity to make a genuine difference when people need support the most. As a Complaints Specialist, you'll help customers and members navigate challenging situations with empathy and understanding, while ensuring the right outcomes are achieved. Your work won't just resolve individual complaints; the insight you provide will help shape improvements across our Funeralcare services, allowing us to learn, grow, and deliver better experiences for the communities we serve. What you'll do

• Manage the end-to-end resolution of customer complaints across our Funeralcare business
• Make sure customers and members have the best possible experience and get the right outcome/compensation
• Build an in-depth understanding of issues so that you know what went wrong and why, and how we can improve things in the future
• Remain calm, professional, and polite in all customer interactions
  
  Good verbal and written communication skills, with the ability to communicate well on the phone and via email
• Experience of delivering excellent customer service and resolving customer complaints in a regulated environment
• Emotional intelligence and resilience; you're able to keep calm when dealing with difficult situations and put yourself in other peoples' shoes
• Strong planning and organisational skills
  
  At Co-op, we're owned by our members. And because we're owned by you, we can do right by you. So when you join us, you're not just taking a job, you're joining a movement. We're an organisation that puts people and communities first, and we're powered by purpose. We want this to be a place where you can thrive, so you'll also receive:
• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• 30% discount on Co-op products and 10% off other brands
• Stream - early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme
A place you'll belong We're building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.