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 a Customer Complaints Advisor to 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. You’ll investigate concerns, liaise with relevant departments, and follow through with timely, fair resolutions that reflect the company’s 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 We’re 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
What’s 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
Pay: £26,000.00-£28,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Application question(s):
- Do you have at least 4 years’ experience in a customer complaint handling role?
- Do you drive and have your own transport?
- Do you have proven experience of handling customer complaints?
- Do you have the ability to empathize with customer concerns?
- Can you demonstrate strong problem-solving and logical thinking skills when conducting investigations?
- Do you have eligibility to live and work within the UK, without requiring Visa Sponsorship?
Work Location: In person
