At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
Complaints Adviser
Fixed Term Contract: 28th April – 28th November
Manchester: £23,620 - £26,940
Hybrid Remote
Are you skilled at resolving customer concerns?
Do you thrive on investigating issues and providing clear, fair resolutions?
Can you confidently liaise with stakeholders to ensure high-quality case handling?
Join the Complaints team and help deliver excellent customer service by managing and resolving complaints effectively.
The role of Complaints Adviser involves investigating customer complaints, ensuring timely, empathetic and high-quality responses. This position requires excellent communication and time management skills, as well as the ability to handle challenging situations with professionalism. The role works closely with colleagues across the business, liaising with stakeholders to conduct thorough investigations and provide well-reasoned resolutions.
What’s in it for me?
You will have a basic allowance of 25 days annual leave per year (pro rata for the length of this contract), with Bank Holidays on top and a working week of 35 hours. There is a good pension; you can contribute up to 7% and we will put in 11.5% giving 18.5% towards your pension. You’ll be joining a friendly team in a supportive environment where you’ll be networking with the whole business at AQA. This is a great developmental role for someone who is interested in progressing further within the business.
What do I need to be successful?
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Previous experience in a similar customer facing role dealing with complaints and solving problems.
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Clear and empathetic communication skills, both written and verbal.
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Strong attention to detail and accuracy in customer correspondence and data input.
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Experience in complaints management procedures and systems is beneficial.
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The ability to prioritise and manage caseloads effectively in a fast-paced environment.
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Confidence in handling sensitive and confidential matters with discretion.
What do I do next?
Read the full job description, then upload your most recent CV along with a cover letter explaining why your skills and experience make you the perfect fit for this role. We’re particularly interested in hearing about your experience in a similar position and how you have supported customers to deliver exceptional service.
You could wait until applications close at 23:59 on Monday 10th March to apply but we will be interviewing as applications come in and reserve the right to close the advert early should we find the right person, so apply today.
Interviews will be held via Teams week beginning Monday 24th March
All applications will receive a written response.
AQA is an equal opportunity employer committed to fostering an inclusive and diverse workplace where everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and supported to thrive.
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Full Job Description
Summary
The purpose of the role is to support the Complaints team with the delivery of timely, quality responses for our customers and occasionally to assist colleagues in other departments in offering excellent customer service when resolving complaints. The complaints adviser will need to provide the best outcome for the customer, whilst adhering to company and regulatory policy. We can’t always provide the customer with their desired outcome, so it is important that the complaints adviser is empathetic and confident with dealing with challenging situations. We’re looking for someone who is dedicated to our values and behaviours, particularly keeping the customer front and centre. With the unpredictability of complaints volumes, it’s important the complaints adviser can work in a fast-paced environment and prioritise and manage caseloads.Landscape:
The role fits within the Complaints team which comprises of the complaints manager, two complaints leads and a complaints adviser. The complaints adviser will report into complaints leadership. The role will be focused on resolving complaints in a timely manner, to a high-quality standard. The complaints adviser will need to liaise with stakeholders to conduct complaints investigations. It is important that the complaints adviser is passionate about customer service and doing the right thing for both our customers and the business. Working remotely, with an average of two days in the office per week, the role requires excellent communication skills, as well as time management. This is a great role as you will deal with challenging situations, create relationships with stakeholders across the business and gain a broader understanding of company processes and policies, as well as regulatory conditions.
Activities:
These are the main key responsibilities and deliverables:
To meet Service Level Agreement (SLA) in complaint response times.
To adhere to our complaints procedure.
To conduct thorough investigations, to ensure complaints are answered fully.
To provide excellent customer service.
To liaise with stakeholders.
To be successful in this role, you will need:
A broad understanding of the political, educational and business context within which AQA works.
To communicate clearly and empathetically – verbally and in writing.
Great attention to detail and accuracy in customer correspondence and data input.
Experience in best-practice complaints management with associated procedures and systems would be beneficial.
To ensure delivery of consistently high-quality complaints responses during periods of high customer demand.
To deal tactfully and discreetly with sensitive and confidential matters.
To have excellent relationship management skills when working with stakeholders.
To conduct thorough complaints investigations.
To manage and prioritise caseloads.
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What We Do
At AQA, we’re proud to be the leading provider of accessible qualifications and support services for teachers and students. We set and mark around half of all GCSEs and A-levels taken in the UK every year; we ask the questions that matter, so that every learner can achieve the results they deserve. Teachers and learners are at the heart of everything we do. As an independent education charity, any money we make is reinvested back into research so that every learner receives fair and inclusive assessment. We’re always here for our teachers and support them through free training, expert guidance and unbeatable resources. As the most chosen awarding body, we have the biggest teaching community too – teachers are in good company with AQA. The AQA Group also includes Exampro, TQUK, Project Q, AlphaPlus, Grademaker.
