Job Title: Customer Service / Complaints AdvisorLocation: Redditch (Hybrid Working – Office Attendance Required 1–2 Days Per Week)Salary: £12.71 per hourJob Type: Full-TimeWorking Pattern: 1 in 3 weekends (rota basis)
Shift Times (Rotational Split Shifts)
- 8:00 am – 4:15 pm
- 9:45 am – 6:00 pm
- 11:45 am – 8:00 pm
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. The position is hybrid, requiring attendance in the Redditch office at least once or twice per week and flexibility to work rotational shifts and 1 in 3 weekends.
Key Responsibilities
- Handle inbound and outbound customer calls in a fast‑paced call centre environment
- Respond to customer complaints 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
Skills & Experience Required
- Previous experience in a fast‑paced call centre environment
- Proven experience handling customer complaints and escalations
- Confident managing high volumes of calls and email correspondence
- Excellent problem‑solving and conflict resolution abilities
- 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
- Hybrid working model
- 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!
Click ‘APPLY’ and follow the instructions!
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