Complaints Handling jobs in Leeds

Who We Are at Drive Medical

Drive Medical has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 100 countries around the world.

“Leading the World with Innovative Solutions that Enhance Lives”

Are you passionate about delivering outstanding customer service and resolving issues with empathy, professionalism and confidence? We're looking for a Customer Resolutions Advisor to join our team and take ownership of customer complaints and escalations, ensuring fair, timely and effective outcomes.

In this role, you'll be the key point of contact for customers experiencing challenges, managing complaints from initial escalation through to resolution. You'll work closely with teams across the business to investigate concerns, coordinate actions and deliver solutions that improve the customer experience.

What you'll be doing:

• Managing customer enquiries and escalated complaints via phone, email and other channels.
• Investigating issues, identifying root causes and delivering effective resolutions.
• Building strong relationships with internal stakeholders to coordinate complaint outcomes.
• Maintaining accurate records and ensuring responses are delivered within agreed timescales.
• Handling sensitive conversations with empathy, resilience and professionalism.
• Identifying trends and making recommendations to improve processes and customer satisfaction.

What we're looking for:

• Previous customer service experience is essential.
• Experience handling customer complaints or complex customer issues is desirable.
• Excellent communication, problem-solving and organisational skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Strong attention to detail and a commitment to delivering positive customer outcomes.
• Experience using CRM systems and Microsoft Office would be advantageous.

Why join us?

Our culture is built on Integrity, Intent, Capability and Results. We believe in being accessible, listening to our customers, honouring our commitments and taking ownership when things go wrong. If you thrive on helping people, solving problems and making a difference, we'd love to hear from you.

Why You'll Love Working With Us

We’re not sharing the salary just yet, but it’s competitive and worth talking about. What really makes us stand out is how proud our team is of the work they do. We make sure that dedication is recognized, not just with pay, but with great benefits and support.

Here’s what you can look forward to, beyond the salary:

• Generous Annual Leave – 26 days to start, rising to 28 with service, plus your birthday off every year! You can also buy, sell, or carry over leave to suit your lifestyle.
• Pension Scheme – Helping you plan for a secure future.
• Employee Assistance Programme – Free, confidential support for your mental, emotional, and financial well-being.
• Bike2Work Scheme – Save money and stay healthy with tax-efficient bike purchases.
• Free Onsite Parking – No stress, no extra cost.
• Long Service Recognition – We celebrate your loyalty and contributions.
• Staff Discount – Enjoy great savings on our products.
• Perkbox Access – Unlock a world of perks, discounts, and rewards to make life a little sweeter.

*Eligibility for some benefits depends on length of service

Equal Opportunities Statement:

At Drive Medical, we are proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, and we ensure that no individual is treated less favourably on the grounds of race, colour, nationality, ethnic or national origin, sex, marital or civil partnership status, religion or belief, age, sexual orientation, gender identity, or disability.

We comply fully with all applicable legislation governing non-discrimination in every location where we operate. Our recruitment and selection processes are regularly reviewed to ensure fairness, consistency, and that all candidates are assessed solely on the basis of their skills, qualifications, and experience relevant to the role.

Please note: All successful applicants will be required to provide proof of their eligibility to work in the UK and supply accurate reference details covering their recent employment history. Certain roles may also be subject to an Enhanced DBS (Disclosure and Barring Service) or PVG (Protecting Vulnerable Groups) check.

Work Location: Hybrid remote in Halifax HX2