A Complaints Handler CV should demonstrate the applicant’s ability to investigate, resolve and report on customer complaints. It must portray you as someone who is passionate about resolving issues and ensuring customers feel heard, valued, and respected.
When writing your CV, it’s vital that you also mention that you will always follow company policy and making every interaction with the complainant count. By doing this you will present yourself as an all-rounder who has the right mixture of hard and soft skills.
Follow the advice on this page and use the prewritten examples as guides to write a CV puts you head and shoulders of the competition.
By: Iejaz Uddin – Updated 23 November 2025
Complaints Handler CV example
Maxine Corry
Address
T: 0044 123 456 7890
E: info@dayjob.com
PERSONAL SUMMARY
A capable Complaints Handler who can ensure the timely resolution of customer issues. Maxine has experience of handling complaints through phone calls, emails, customer service questionnaires and social media reviews. She has a passion for delivering first class customer service, and always acts with care, professionalism, and attention to detail.
Possesses comprehensive knowledge of customer service best practice, process and technologies. Can be relied upon to provide personalised, top-quality support that fits each customer’s unique situation. Also, a superb communicator who has a track record of writing detailed final responses that are clear, not misleading and easy to digest.
In her current role she is the first and central point for all customer feedback and complaints. At work she handles complaints in accordance with company procedures, regulatory guidelines, and industry-specific rules. With colleagues she as a reputation for recognising opportunities for early complaint resolution. Has also been commended for managing and motivating teams, driving service improvements, and delivering results under pressure. Right now, she is looking for a suitable position with an exciting, fast-growing and innovative company.
CAREER HISTORY
COMPLAINTS HANDLER – Start Date – Present
Employers name – Location
Responsible for having the initial contact with dissatisfied customers to understand their concerns and resolve any complaints on first contact.
Duties;
- Delivering fair, empathetic solutions and ensure timely resolution of customer issues.
- Managing mediation and complaints cases in a way that ensures statutory response times are met.
- Mentoring junior members of the complaints handling team.
- Contributing to continuous improvement in customer journeys and complaint handling processes.
- Answering incoming telephone and email queries promptly.
- Acting as the initial point of escalation for complaints, bugs, and difficult queries.
- Collaborating with teams across the business to reduce repeat issues.
- Staying calm and listening attentively to customers without interrupting to understand the full problem.
- Ensuring that all relevant parties are kept up to date and informed of complaint progress and outcome.
- Handling complaint cases with professionalism and empathy.
- Recording all details of complaints in a timely manner, maintaining up-to-date records.
- Maintaining motivation and professionalism throughout the day and being a strong role model for the complaints team.
- Working closely with the Customer Relations Manager to resolve issues.
JOB TITLE – Start Date – End Date
Employers name – Location
KEY SKILLS AND COMPETENCIES
Professional
- Ability to analyse information, identify root causes, and find effective solutions.
- Previous experience of complaint handling within a regulated environment.
- Analysing case causes to identify common complaints.
- In depth understanding of the complaints process.
- Excellent attention to detail.
- Well-organised and punctual.
Personal
- Acting with integrity and treating customers and associates with respect.
- Have the excellent interpersonal and communication skills to build relationships with stakeholders at all levels.
AREAS OF EXPERTISE
Complaint handling
Answering queries
Communication skills
Customer relationships
Resolving issues
Complaint closure
ACADEMIC QUALIFICATIONS
University name – Degree details Study Dates
College name – Qualifications Study Dates
School name – Subjects / Grades Study Dates
REFERENCES
Available on request.
How to write a Claims Handler CV
An impactful Claims Handler CV has to be more than a shopping list of your past work experience and duties. Instead, it has to demonstrate your ability to make an immediate positive impact on and drive improvements in the overall customer experience. Prospective employers want to see you can offer prompt, appropriate, and proportionate remedies to any complaints they receive. It’s therefore vital that you show them you can manage any issues from receipt right through to resolution, both in voice and written communications. Below is a list of some of the most commonly sought after skills for this role.
Complaint handling
- Ability to manage difficult and complex customer conversations in a tactful manner.
- Conducting full and thorough complaint investigations by collating information from multiple sources.
- At the end of a process confirming that the customer is happy with the solution provided.
- Ensure customers know how to make a complaint and who to contact.
- Informing the customer of the expected timeline and how and when they will be updated.
Communication skills
- Can empathize with clients and the situation to show you understand their disappointment.
- Strong interpersonal skills, ability to build a rapport quickly with people over the phone and face to face.
Ensuring compliance
- Making sure that all complaints are handled in accordance with company procedures and regulatory guidelines.
- Following a written, accessible complaint handling procedure that outlines the steps for both customers and staff.
- Maintaining a clear record of all complaints, outcomes, and actions taken.
Investigating complaints
- Thoroughly investigating complaints to gather as much relevant information as possible.
- Ask clarifying questions to ensure you have all the facts.
- Make sure all parties and sides are treated fairly.
Claims Handler CV example
Insurance Broker CV template