Description

Customer Service/Complaints Advisor Location: Redditch (Hybrid Working – Office Attendance Required 1–2 Days Per Week) Salary: £12.71 per hour Job Type: Full-Time Working Pattern: 1 in 3 weekends (rota basis) Shift Times (Rotational Split Shifts): •             8:00am – 4:15pm •             9:45am – 6:00pm •             11:45am – 8:00pm About the Role We are currently recruiting for an experienced Customer Service/Complaints Advisor to join a busy and fast-paced contact centre team. This role requires a confident and resilient individual who has previously handled high volumes of complaints and customer queries via both telephone and email. Key Responsibilities •             Handle inbound and outbound customer calls in a fast-paced call centre environment •             Respond to customer complaints, cases and queries via phone and email •             Investigate complaints thoroughly and provide clear, professional resolutions •             De-escalate challenging situations with empathy and professionalism •             Accurately log all interactions and maintain detailed case notes on internal systems •             Meet performance targets including response times, quality standards, and SLAs •             Escalate complex or high-risk complaints where necessary •             Work collaboratively with internal teams to ensure timely issue resolution Skills & Experience Required •             Previous experience in a fast-paced call centre environment •             Experience handling social media complaints and responding to customer queries professionally  •             Confident managing high volumes of calls and email correspondence •             Strong written and verbal communication skills •             Excellent problem-solving and conflict resolution abilities •             Resilient, calm under pressure, and customer-focused •             Good IT skills and experience using CRM or case management systems •             Flexible to work rotational shifts and 1 in 3 weekends What’s on Offer •             £12.71 per hour •             Structured shift rota •             Supportive team environment •             Ongoing training and development opportunities If you have strong complaints handling experience and thrive in a busy contact centre setting, we would love to hear from you