Customer Complaints Advisor

Role Overview

• Managing customer complaints and enquiries via telephone, email and webchat.
• Taking ownership of cases through to resolution.
• Investigating customer concerns with accuracy and attention to detail.
• Delivering fair and timely outcomes while balancing customer needs with business requirements.
• Working to service level agreements and quality standards.
• Collaborating with colleagues and sharing knowledge to deliver the best customer experience.
• Continuously developing your knowledge and skills to deliver outstanding service.

Requirements

• The ability to understand situations from the customer's perspective.
• Excellent written and verbal communication skills.
• A calm, resilient and positive approach when handling challenging conversations.
• Strong organisational skills with excellent attention to detail.
• A proactive approach to problem-solving.
• Good negotiation skills and sound judgement.
• A collaborative mindset with a willingness to support others and share knowledge.
• A desire to learn, adapt and continuously improve.

Benefits

• £500 annual Health & Wellbeing Allowance to spend on your physical or mental wellbeing.
• Hybrid working following training.
• Team social events.
• Free parking.
• Access to Education Bursaries to support your personal and professional development.
• Birthday day off plus a birthday voucher.
• Company pension.
• Healthcare plan.
• Annual leave that increases with service.
• Employee car purchase schemes.