Complaints Handler

Location: South Africa, Gauteng, South Africa, Cape Town, Western Cape, South Africa

Workplace: remote

Employment Type: full

Description

Salary: R29 000 – R32 000 per month

Remote Recruitment is hiring a Complaints Handler for a UK-based employer, fully remote from South Africa.

Role overview

You will take ownership of customer complaints for a UK business, resolving them fairly, quickly and with a record that stands up to scrutiny. This is a hands-on role where accuracy and follow-through matter every day, and you will be trusted to work independently without being chased. You will also be part of a supportive remote team, with regular check-ins, clear priorities and the tools you need to do your best work from day one, so you always know what good looks like.

You will work UK business hours (09:00–17:00 UK, 11:00–19:00 SAST) from home, as part of a South African team placed directly with established UK employers. Remote Recruitment supports you from placement onwards.

Key responsibilities

• Log and acknowledge complaints within agreed timeframes
• Investigate issues and gather facts from internal teams
• Write clear, empathetic responses and outcomes
• Identify root causes and report recurring themes
• Keep complaint records accurate and audit-ready

What youll need

• Experience handling complaints or escalations
• Excellent written English and tone
• Confident with a ticketing tool such as Zendesk or Freshdesk
• Fair, evidence-based judgement
• Comfort staying calm with upset customers

Nice to have

• Regulated industry exposure such as financial services
• Experience writing final response letters
• Reporting in Excel

Whats on offer

• R29 000 – R32 000 per month, paid monthly
• 100% remote, working UK hours
• Long-term role with a UK employer and ongoing support from Remote Recruitment
• Clear onboarding and a team that wants you to succeed