Complaints Handler

Salary: R23 000 – R25 000 per month

Remote Recruitment is hiring a Complaints Handler for a UK-based employer, fully remote from South Africa. You will take the hardest customer conversations and turn them into resolved cases.

Role overview

You'll own complaints from first contact to closure for a UK business — investigating what actually happened, keeping the customer informed, and writing the response. Calm, fair and thorough matters more than fast here.

Key responsibilities

• Log and acknowledge complaints within agreed service levels
• Investigate cases by gathering records and speaking to internal teams
• Draft clear written responses and resolution offers
• Escalate cases that meet defined thresholds
• Track complaint themes and report recurring causes

What you'll need

• Experience handling complaints, escalations or disputes
• Strong written English — you will be drafting customer-facing responses
• Ability to stay measured with frustrated customers
• Experience with a case management or CRM system
• Accurate record-keeping under service-level deadlines

Nice to have

• Experience with UK complaints procedures or FCA-regulated environments
• Familiarity with Zendesk, Freshdesk or similar
• Experience producing root-cause or trend reporting