Customer Complaints Advisor

Customer Complaints Advisor

Our client

Our client is a well-established, family-owned business based in Aldershot, Hampshire, known for providing a supportive and people-focused working environment. With a strong emphasis on teamwork, transparency, and accountability, they offer employees the opportunity to work closely with senior leadership and feel genuinely valued within the organisation. The company prides itself on maintaining a positive workplace culture where individuals are encouraged to take ownership, contribute ideas, and play an active part in delivering high standards of customer service. They are passionate about continuous improvement and are looking for proactive, customer-focused individuals who share their commitment to excellence. This is an exciting opportunity to join a stable and growing business where strong relationships, professional development, and delivering outstanding customer outcomes are at the heart of what they do.

Hours: Monday - Thursday: 8.30am - 5.30pm and Fully office-based (no remote working)

Location: Aldershot, Hampshire

Salary: 29k

Perks: Funded internal and external training, career development in a fast growing business, annual leave purchase scheme, employee referral bonus and additional wellbeing initiatives

Job description

As a Customer Complaints Advisor / Aftersales Executive, you will play a significant role in delivering outstanding customer service and ensuring all customer complaints are handled professionally and in line with company procedures. Working closely with the Quality Control department and internal colleagues, you will manage the full complaints process from initial customer contact through to resolution. This is a busy and varied customer service and complaints role, ideal for someone highly organised, structured, and confident working under pressure.

Key duties will include:

• Managing inbound telephone calls and customer service enquiries
• Handling customer complaints received via email, phone, or escalation routes
• Providing prompt and professional complaint resolution support
• Investigating customer complaints to establish facts and identify solutions
• Liaising with internal teams to ensure complaints are recorded and resolved correctly
• Escalating complex complaints to the Head of Sales when required
• Organising credit notes and customer refunds
• Supporting customers with invoice and billing queries
• Managing internal and external complaint correspondence
• Preparing for and attending Quality Control and complaints review meetings
• Building strong customer relationships through excellent aftersales service

Key skills

• Previous experience in complaints handling within a customer service environment
• Strong customer service and complaint resolution skills
• Excellent communication skills, both verbal and written
• Ability to work under pressure and manage escalated complaints
• Highly organised with strong attention to detail
• Confident working to strict deadlines and changing priorities
• Proactive, service-minded, and customer-focused approach
• Strong team player with a commitment to customer satisfaction

What's on offer?:-

• A stable, office-based customer service and complaints role
• Supportive team environment within a family-owned business
• Training and development opportunities funded by the business
• Excellent holiday allowance and additional employee benefits
• Opportunity to play a key part in customer complaint resolution and aftersales support