Job Description

STRICTLY NO RECRUITMENT AGENCIES OR UNSOLICITED SALES CONTACT.

PLEASE DO NOT APPLY IF YOU HAVE NO EXPERIENCE HANDLING CUSTOMER COMPLAINTS.

Location:

Stoke-on-Trent (onsite only, no remote option)

Schedule:

Monday to Friday

Job Type:

Full-time, permanent

Benefits:

Company pension, free and secure on-site parking

About Us

PalletOnline is a market-leading ecommerce pallet delivery platform backed by a group founded in 1955. We operate from a new 9 million purpose-built HQ and are growing rapidly within one of the UK's most competitive and fast-paced industries.

This is a serious opportunity for someone with proven experience in handling customer complaints, particularly in logistics, ecommerce, or B2B supply chains. You'll be joining one of the best support teams in the sector - but this role is not for beginners.

About the Role

We're hiring a

Complaints Handler

to take ownership of escalated customer issues post-sale. This includes delivery problems, service failures, damages, and disputed charges.

You will not just be responding - you'll be

investigating, resolving, documenting

, and following through. You'll have direct contact with customers and internal teams across operations, claims, and transport.

You must be confident in defending fair outcomes, explaining decisions clearly, and pushing back when appropriate, without losing the human touch.

What You'll Be Doing

Handling escalated complaints via phone, email, and live chat Investigating missed deliveries, damage claims, refund requests, and service disputes Gathering information from tracking systems, drivers, and internal departments Providing clear, well-written responses backed by evidence and policy Updating CRM and complaint logs accurately and in real-time Meeting internal SLAs for first response and resolution times Proactively spotting repeat issues and flagging root causes Supporting regulatory processes (e.g. ADR) if required Representing the business with professionalism and fairness, even in high-pressure scenarios

Who Should Apply

?

Must have:

At least

12 months recent experience

handling complaints in

logistics, parcel delivery, ecommerce, or similar

A calm, confident approach to problem-solving Excellent written and verbal communication Experience managing difficult conversations with customers Strong organisational skills and attention to detail Confidence using email, live chat, phone, and support platforms
?

Please do not apply if:

You have no prior experience in a complaints or aftersales role You are currently working in retail, hospitality, or general admin with no logistics/customer resolution background You are a recruiter or applying on behalf of an agency

Bonus Points (Nice to Have)

Experience with pallet networks, haulage, or B2B freight Familiarity with Transport Management Systems (TMS) or Live Chat Understanding of ADR or formal dispute resolution Multilingual skills

What You'll Get

A proper team atmosphere - no micromanagement, just good people doing good work A first-class workplace setup in one of the UK's best logistics facilities Support from managers who know the industry and back their team

Apply Now

If you meet the criteria above,

send your CV and a short cover letter

explaining your complaints handling experience and why this role appeals to you.

Applications without relevant experience will not be considered.

Job Types: Full-time, Permanent

Pay: From 26,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Application question(s):

Are you based within 30 minutes of the office location at ST6?
Work Location: In person

Application deadline: 23/05/2025