Job Title: 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.
This is a hybrid position; however, candidates must be able to attend the Redditch office at least once or twice per week. Flexibility to work rotational shifts and 1 in 3 weekends is essential.
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
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