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Hire your next Complaints Handler with clearer evidence.

A ready-made selection of tests for Complaints Handler candidates. See how they approach the skills that matter, then focus your interviews on the results.

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AM
Alex Morgan

Complaints Handler assessment

Completed

A CLEARER VIEW OF THEIR SKILLS

More than one score.

72%
Customer Service82%
Emotional Intelligence74%
Verbal Reasoning68%
Compliance & Ethics64%
Decision-Making78%
Customer Service Case Study70%

Compare strengths. Explore the detail. Ask better questions.

Illustrative results · Fictional candidate

WHAT THE ASSESSMENT EXPLORES

A clearer view of customer support skills.

The Complaints Handler template combines Customer Service, Emotional Intelligence, Verbal Reasoning, Compliance & Ethics, Decision-Making, Customer Service Case Study. Review the selection against the work your vacancy involves.

6tests70minutes59questions in total

01 · 7 QUESTIONS · 10 MINUTES

Customer Service

Shows how candidates handle customers who are unhappy, unclear or hard to satisfy.

  • Understanding customers
  • Handling concerns
  • Finding resolutions

02 · 15 QUESTIONS · 10 MINUTES

Emotional Intelligence

Shows how accurately candidates read emotion and intent in other people.

  • Recognising emotions
  • Understanding responses
  • Managing interactions

03 · 12 QUESTIONS · 10 MINUTES

Verbal Reasoning

Shows how accurately candidates understand written information and what follows from it.

  • Reading comprehension
  • Evaluating statements
  • Drawing conclusions

04 · 7 QUESTIONS · 10 MINUTES

Compliance & Ethics

Shows how candidates act when rules, pressure and commercial interest pull apart.

  • Ethical decisions
  • Following procedures
  • Raising concerns

05 · 8 QUESTIONS · 10 MINUTES

Decision-Making

Shows how candidates weigh incomplete information and commit to a course of action.

  • Evaluating options
  • Weighing information
  • Choosing a response

06 · 10 QUESTIONS · 20 MINUTES

Customer Service Case Study

Shows how candidates apply a policy to real complaint emails and decide what to do and say next.

  • Policy application
  • Prioritising
  • Resolution

A COMPLETE SKILLS PICTURE

One assessment. Different strengths.

Explore clear responses and consistent customer support.

You receive a result for each included test: Customer Service, Emotional Intelligence, Verbal Reasoning, Compliance & Ethics, Decision-Making, Customer Service Case Study. Compare the relevant areas separately and use a follow-up task based on resolving a customer query and documenting the response.

Keep the recommended selection or adjust it before inviting candidates.

A MULTILINGUAL TEST SUITE

English, plus 13 languages.

Assess candidates in the language they work in.

  • English
  • Chinese (simplified)
  • Japanese
  • Korean
  • Thai
  • Vietnamese
  • Indonesian
  • French
  • German
  • Spanish
  • Portuguese
  • Italian
  • Dutch
  • Arabic

Languages across our wider suite. Availability varies by test and level; check each test when preparing your assessment.

TRY AN EXAMPLE QUESTION

Try an example question.

This Verbal Reasoning example is set in the work of a Complaints Handler: resolving a customer query and documenting the response. Use it to talk through a candidate's reasoning alongside their results.

Complaints Handler: resolving a customer query and documenting the responseWorkplace example

All complaints received in writing must be acknowledged within three working days. A complaint received by phone is logged, but is only acknowledged in writing if the customer asks for it.

Based only on the passage, which statement must be true?

An example of the question format, separate from a candidate assessment.

A PRACTICAL GUIDE

Using the Complaints Handler assessment.

What does the full assessment tell you?

This template combines multiple-choice questions in Emotional Intelligence, Verbal Reasoning, Customer Service Case Study; workplace situations in Customer Service, Compliance & Ethics, Decision-Making. It brings together evidence about clear responses and consistent customer support, giving you areas to explore when resolving a customer query and documenting the response.

How can you use the results?

Review each result against your vacancy’s responsibilities. Use a short task based on resolving a customer query and documenting the response to explore practical application. Ask how they would clarify the issue, communicate the next step and record the outcome.

Which results matter for your vacancy?

  • Customer ServiceAsk how they would clarify a customer’s concern and resolve it within the agreed process.
  • Emotional IntelligenceExplore how they would recognise a colleague’s concerns and respond constructively.
  • Verbal ReasoningAsk them to distinguish facts from assumptions in a short written brief.
  • Compliance & EthicsDiscuss how they would respond when a request conflicts with an agreed rule.
  • Decision-MakingAsk them to compare options and explain what evidence their decision needs.
  • Customer Service Case StudyUse a short Customer Service Case Study work sample to explore how they apply policy application and prioritising.

SEE THE RESULTS FOR YOURSELF

See the person behind the score.

Explore a complete sample report, from test results and candidate comparisons to focused interview questions.

View sample report
Skills breakdownCandidate comparisonInterview prompts

BEFORE YOU START

Your questions, answered.

Can I tailor this assessment to my Complaints Handler vacancy?

Yes. Start with Customer Service, Emotional Intelligence, Verbal Reasoning, Compliance & Ethics, Decision-Making, Customer Service Case Study, then keep the tests that match your responsibilities. For example, use Customer Service to explore understanding customers. You can add or remove tests before inviting candidates.

Does this assess practical Complaints Handler work?

Candidates answer multiple-choice questions in Emotional Intelligence, Verbal Reasoning, Customer Service Case Study; workplace situations in Customer Service, Compliance & Ethics, Decision-Making online. They do not complete your day-to-day work inside your own systems. Add a short work sample based on resolving a customer query and documenting the response to explore application alongside the test results.

Why is Customer Service included?

Shows how candidates handle customers who are unhappy, unclear or hard to satisfy. Ask how they would clarify a customer’s concern and resolve it within the agreed process. Review whether this area reflects the responsibilities of your vacancy before retaining it.

How long does this Complaints Handler assessment take?

The recommended selection contains 6 tests and allows 70 minutes across its timed tests. Adding or removing tests, or adjusting time allowances, can change the total.

Will I see a separate result for each test?

Yes. Review Customer Service, Emotional Intelligence, Verbal Reasoning, Compliance & Ethics, Decision-Making, Customer Service Case Study separately so a strength in one area does not hide a gap in another. Use the detail to focus interviews and relevant work samples. View the sample report.

Can I try this assessment with real candidates for free?

After signup, your Complaints Handler selection is prepared for review. Adjust it, invite candidates and see your first 5 candidate results free. No credit card is required. See pricing for further results.

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5 free candidate results · No credit card required