Customer Complaints Advisor

Location: Braintree

Hours: Full-time, permanent 40 hours per week, Monday to Sunday rota

Shifts:

• 8:00am 5:00pm
• 9:00am 6:00pm

What You ll Be Doing

• Delivering outstanding customer service while understanding business impact
• Handling customer complaints from start to finish, restoring confidence and satisfaction
• Responding to and resolving complaints and online reviews autonomously
• Replying to reviews in a positive, constructive tone that reflects company values
• Negotiating fair resolutions for both the customer and the business
• Managing written complaints and ensuring responses meet SLA deadlines
• Liaising with the BHTA for additional support when required
• Completing legal paperwork for escalated complaints
• Monitoring complaints and support inboxes, responding via phone or email
• Completing admin tasks to support the wider customer experience team
• Accurately documenting all interactions and identifying improvement opportunities
• Preparing reports for management

What We re Looking For

• Previous Customer Complaints or Customer Service experience (preferred)
• Strong written communication skills with the ability to craft clear, concise responses
• A calm, professional phone manner and the ability to turn around challenging conversations
• Excellent attention to detail and confidence to use your initiative
• Highly organised, punctual, and able to work well under pressure
• Must have a valid driving license and be able to drive to the site daily

What You ll Receive in Return

• Salary up to £31,000 per annum
• 32 days annual leave (including bank holidays), with additional days for length of service
• 24/7 Employee Assistance Programme for confidential support
• Access to an exclusive staff benefits platform discounts, Cycle-to-Work scheme & more
• Free on-site parking & annual flu jabs
• 25% staff discount on products

If you re passionate about delivering exceptional customer experiences and want to be part of a supportive, purpose-driven team, we d love to hear from you!

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