Complaints Handler - Leeds - Klipboard

    Klipboard
    Klipboard Leeds

    3 days ago

    Description

    Overview


    Remote Asset Management Ltd (R.A.M.), a private equity-backed technology company, delivers innovative fleet management and field service solutions that help organisations optimise their operations. With over 2 million monthly platform logins and a rapidly expanding customer base across the UK and North America, RAM was acquired by Kerridge Commercial Systems (Klipboard) in 2025 to enhance field service management product suites and provide more comprehensive solutions. This role is for a skilled customer service/complaints handler, ideally with experience in a regulated complaints environment. You will always put the customer's interests first while providing exceptional customer service. The role is fully onsite, based in our Leeds office, Monday to Friday.

    Key Responsibilities

    • Take ownership of individual complaints, resolving them in line with agreed standards and FCA regulations
    • Manage your own caseload, ensuring all complaints are handled within required deadlines and regulatory guidelines from receipt to conclusion, consistently meeting productivity and quality audit targets
    • Contact customers by phone to fully understand their complaint and work towards a fair and timely resolution, including follow-up discussions on outcomes
    • Respond to all Trustpilot and Google Reviews within 24 hours
    • Work to resolve refund queries
    • Collaborate with the winbacks team where required to understand customer accounts and requirements
    • Maintain accurate and thorough complaint records to support effective case management and reporting
    • Assess customers' individual needs and circumstances to provide tailored resolutions
    • Liaise with internal and external parties to gather relevant information for complaint investigations
    • Provide professional, empathetic, and clear communication with customers to promote a positive experience and ensure satisfaction
    • Identify trends and provide feedback to support continuous improvement of customer service processes
    • Stay updated on regulatory and legislative changes
    • Maintain a positive, empathetic, and professional attitude at all times

    Skills, Knowledge And Experience

    • Prior experience in a complaint handling role
    • Experience handling complaints within an FCA regulated business is ideal
    • Experience taking both outbound and inbound calls
    • Experience supporting customer issues to an outcome
    • Passionate about providing the best resolution for the customer
    • Confidence in decision-making, under pressure
    • Ability to work autonomously and be self-motivated
    • Desire to deliver first-class customer service
    • Enthusiasm for working in a fast-paced environment
    • Excellent communication and rapport-building skills
    • Strong Microsoft Office experience with Word, Excel and PowerPoint

    Company Info


    You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand brings together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices worldwide and are looking for talented individuals to join our growing teams. As we grow, we offer a flexible hybrid work policy, with three days in the office and two days working from home to promote a balanced work environment.

    Equal Opportunities


    As a global company, we value the diversity of our workforce and are committed to an inclusive workplace where diversity, equity, and inclusion are integral to our culture. If you require any help, adjustments and/or support during the interview and offer process, please advise our TA or HR team.

    Research shows that women and other underrepresented groups are less likely to apply unless they meet every listed requirement. We recognise that skills and experience come in many forms, and we encourage you to apply even if you don't meet every criterion.

    To all recruitment agencies: Klipboard does not accept agency speculative resumes. We currently accept CVs only from agencies on our PSL who have been assigned specific positions. Do not forward resumes to our careers site or directly to Klipboard employees, as this does not constitute an introduction and Klipboard will not be liable for any candidate ownership or fees related to unsolicited resumes.


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