Remote Complaint Specialist at ihateironing UK — Columbus
Traveler-Friendly Insight
This role is listed as fully remote, which is promising for location-independent workers — however, there are important caveats that nomads should consider carefully.
- Mandatory London training: You must physically attend a three-week onboarding period in London (travel and accommodation are covered). This is a hard requirement and rules out candidates who cannot travel to the UK.
- Weekend work: Every second weekend is required, meaning your schedule is partially fixed. This limits full schedule flexibility and makes long weekend travel trickier.
- Timezone constraints: The role serves UK-based customers, so working UK hours (GMT/BST) is almost certainly required, even if not explicitly stated. Nomads in Europe (e.g., Lisbon, GMT+1) would align well, while those in Southeast Asia (Bangkok, GMT+7) would face unsociable working hours.
- Visa considerations: No salary is disclosed, but the role appears UK-centric. EU/EEA nomad visa holders based in Lisbon or similar destinations could comfortably cover UK hours. Thailand or Bali-based nomads would struggle with the timezone overlap.
The role suits a nomad based in Western Europe — think Lisbon, Madrid, or Berlin — where timezone alignment is easy and cost of living is significantly lower than London. No coworking allowance or equipment stipend is mentioned, so factor those costs into your budget planning.
Are you passionate about resolving issues and ensuring customers feel heard, valued, and respected? We're looking for a Complaint Specialist to take ownership of customer complaints, working to deliver fair, timely, and effective resolutions while driving improvements in the overall customer experience.
As a Complaint Specialist within our customer care department, you'll handle complaint cases with professionalism and empathy, investigate root causes, and collaborate with teams across the business to reduce repeat issues. You'll play a vital role in turning challenges into opportunities to build stronger customer relationships.
About ihateironing:
We are an exciting, fast-growing and innovative company with big ambitions, winning multiple awards. We make busy people's lives easier — press a button on our mobile app and someone arrives at your doorstep, takes away your dirty laundry, and delivers it back beautifully cleaned and ironed the next day.
Customer care is one of the most important aspects of our business. Your role will be an integral part of our successful team. You must have a passion for customer service and will adopt the critical responsibility of ensuring the ihateironing experience is consistently excellent. This is a complex role where you sit between our Customers and Dry Cleaning Partners, and you have to troubleshoot and resolve any issues that arise.
Please note: There will be a three-week training period in London, which you must be able to attend. Travel and accommodation will be provided.
Requirements
We pride ourselves on outstanding customer care and are looking for someone with the following characteristics, skills, and experience:
- Minimum two years' previous customer care experience
- Proven experience in complaints management, customer relations, or a similar leadership role
- Enjoys speaking directly with customers over the phone to resolve issues, with strong written communication skills
- Excellent attention to detail
- Well-organised and punctual
- A reliable and supportive team member
- Strong multitasking and time management skills
- Honesty and professionalism in everything you do
- Willingness to work hard and on weekends when required
- Ability to manage pressure, prioritise effectively, and make sound decisions
- Experience handling customer complaints and providing appropriate solutions
- Ability to think on your feet and use your own initiative
Benefits
- £20.00 monthly health and fitness subsidy
- Company bonus scheme
- Company pension
- Paid accommodation for three weeks of training in London
- Subsidised laundry and dry cleaning
- Opportunity for progression
- Great working environment
- Fully remote position
- Work every second weekend
Frequently Asked Questions
Is this role truly fully remote or are there office requirements?
Will I need to work weekends as a Complaint Specialist?
What experience is required to apply for this role?
Is a salary mentioned for this position?
What benefits does ihateironing offer for this role?
