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Customer Service and Complaints Advisor

  • Location: Cheshire East
  • Salary: £23,000 per year
  • Job Type:Permanent

Posted about 1 month ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Expiry Date: 13 August 2022
  • Job Ref: LW/19315

​Hours: 37.5 Monday-Friday Between 9-6 HYBRID

A fantastic opportunity to be part of a fast-paced team that champions customer experience by taking ownership of customer complaints. Provide a great customer experience by handling customer cases and resolving to the customer’s satisfaction.


• Resolve customer complaints escalated by different areas of the business

• Put the customer at the heart of everything you do, take ownership of complaints and resolve in a timely and efficient way

• Work with stakeholders (internal and external) to gather relevant information

• Ensure that activity complies with regulatory requirements, GDPR and quality standards

• Make sure that systems are updated with accurate account information

• Liaise with customers by phone, email, letter, SMS, aiming to resolve quickly and efficiently

• Work with the executive team to reduce ADR complaints

• Work towards KPI’s and SLA’s as agreed with the Customer Complaints Team Manager

• Identify and feedback any trends and feedback for continuous improvement


• Previous experience working in a customer complaint or customer service environment

• Experience dealing with a variety of customer issues and an ability to prioritise workloads

• Consistently achieve all resolution targets 2. Aims to reduce the time to resolve customer complaints

• Known as a real team player Skills

• A confident and clear communication style

• The ability to successfully negotiate with customers and remain calm under pressure

• Strong attention to detail and the ability to multi-task

• IT literate, with knowledge of the effective use of Microsoft (Word, excel, PowerPoint); essential

• Strong numeracy skills


• Hybrid Working

• On site canteen (free breakfast)

• On site gym

• Free parking