Customer Complaints Handler

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, we're at an exciting stage in our growth journey.

Further strengthening our position in the market, RAM was acquired by Kerridge Commercial Systems (Klipboard) in 2025, aiming to enhance field service management product suites and provide more comprehensive solutions to clients. With a commitment to innovation and customer satisfaction, RAM continues to support businesses in optimising their fleet operations and achieving significant cost savings

As a skilled customer service/complaints handler, ideally with experience in a regulated complaints environment, you'll always make sure that the customer's interest comes first whilst providing exceptional customer service. You'll have experience in both outbound and inbound calls, as well as supporting customers, taking ownership until a resolution.

You understand the customer's perspective and have a natural ability to build a strong rapport, ensuring their complaint is resolved in a timely manner delivering a great customer outcome.

The most successful Complaint Handlers champion the customer voice and pride themselves on customer satisfaction.

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 inside 24 hours
• Work to resolve refund queries
• Work 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 & Experience requried:

• Prior experience in a complaint handling role.
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience taking both outbound and inbound calls.
• Experience of 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 are self-motivated.
• A passion to deliver a 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.

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.