Customer Complaints Advisor

Customer Complaints Advisor

Salary: £26,000 – 28,.000

Location: Oldbury (Office based)

Join a leading UK-based home services provider with a national footprint.
Our client, a well-established and reputable home repairs and services organisation based in Oldbury, operates a nationwide network of over 300 fully qualified engineers. With a strong focus on plumbing, heating, electrics, drainage, and lock services, they pride themselves on delivering excellent customer service and doing things right every single time.

With an inclusive, supportive, and customer-centric work culture, our client is committed to providing exceptional service that keeps customers coming back. They are now looking to hire aCustomer Complaints Advisorto join their dedicated team.

About the Role:

This role plays a key part in ensuring customer satisfaction by handling and resolving complaints efficiently, empathetically, and professionally. Youll investigate concerns, liaise with relevant departments, and follow through with timely, fair resolutions that reflect the companys values.

Key Responsibilities:

• Receive and acknowledge customer complaints from various channels (phone, email, letters, social media)
• Conduct thorough investigations, gathering information from internal teams and third parties
• Communicate empathetically and clearly with customers during the resolution process
• Maintain detailed records of all complaints and outcomes
• Highlight patterns and suggest improvements to reduce future complaints

What Were Looking For:

• Minimum of 4 years experience in a customer complaint handling role
• Excellent communication and interpersonal skills
• A calm, empathetic approach, especially when dealing with challenging situations
• Ability to work independently and collaborate across departments
• Confident with Microsoft Office and CRM tools
• Positive attitude with a problem-solving mindset

Desirable:

• Experience within home services, utilities, or facilities industries
• Proven track record of handling complaints from initial contact through to resolution
• Ability to adapt quickly to process changes and business needs

Whats in It for You:

• Join a supportive and people-focused team
• Opportunity to grow your career with a forward-thinking employer
• Be part of an organisation where your contribution truly makes a difference

Job Types: Full-time, Permanent

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