Back to search
Location
Altrincham (Hybrid: 2 days in office, 3 days remote)
Salary
£27,500 per annum
Department
Customer Service
Role Overview
Are you passionate about delivering exceptional customer service? We are looking for a Customer Complaints Agent to join a thriving customer support team. In this role, you will manage customer complaints, ensuring resolutions are reached efficiently and professionally, all while maintaining a high level of customer satisfaction.
This position requires someone who has excellent communication skills, a problem-solving mindset, and a customer-focused approach to helping uphold the company's reputation.
Key Responsibilities
- Complaint Handling
Manage and resolve customer complaints across various channels (email, phone, and live chat) within company policies, ensuring a timely and effective resolution.
- Investigation & Resolution
Conduct thorough investigations into complaints, liaising with internal teams to find fair and suitable outcomes.
- Customer Communication
Maintain clear, empathetic, and professional communication with customers, keeping them updated on progress and final resolutions.
- Record Keeping & Reporting
Accurately document complaints, resolutions, and escalations within the company's systems to ensure compliance and continuous improvement.
- Compliance & Policies
Ensure all complaints are managed according to internal policies, industry regulations, and legal requirements.
- Collaboration
Work alongside colleagues in customer support, operations, and other departments to resolve complaints quickly and effectively.
- Escalation Management
Identify complex complaints and escalate them to senior team members or management as needed to ensure appropriate resolutions.
- Customer Advocacy
Act as the voice of the customer by providing valuable insights into recurring issues and helping to improve the overall customer experience.
Skills & Experience
- Customer Service Experience
Strong background in customer service, with experience handling complaints and resolving conflicts.
- Excellent Communication
Outstanding written and verbal communication skills across email, live chat, and phone, with the ability to manage difficult situations professionally and empathetically.
- Problem-Solving
Analytical and solution-focused, with the ability to identify the root causes of complaints and implement effective solutions.
- Attention to Detail
High attention to detail in documenting customer interactions and resolutions accurately.
- Resilience & Adaptability
Ability to remain calm under pressure, handle challenging situations, and adapt to a fast-paced environment.
- Time Management
Strong organisational skills, with the ability to prioritise and manage multiple complaints simultaneously.
- Tech-Savvy
Comfortable using CRM systems, email, and chat support tools to manage customer interactions.
- Regulatory Awareness
A solid understanding of industry regulations, data protection laws, and consumer rights is advantageous.
- Team Player
Ability to collaborate and work effectively in a team environment.
- Financial Services Experience (Preferred)
Experience in a financial services environment is advantageous, as it provides an understanding of regulations and customer expectations.
If you are an empathetic and professional communicator with a passion for solving problems and providing excellent customer service, we'd love to hear from you. Apply today and become a key member of a forward-thinking customer support team!
