Customer Complaints Advisor (AldershotVAC) Aldershot, England
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Salary: GBP28000 – GBP29000 per annum
Customer Complaints Advisor
Location: Aldershot, Hampshire
Salary: £29,000
Hours: Monday – Thursday 8.30am – 5.30pm & Friday 8.30am – 5.00pm
Fully office-based
About the Company
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, employees benefit from working closely with senior leadership and being recognised for their contribution to the business.
The company specialises in producing and distributing promotional and branded products to customers across the UK and internationally. Due to continued growth, they are looking to appoint a Customer Complaints Advisor to support their busy aftersales and customer resolutions team.
The Role
We are currently recruiting for a Customer Complaints Advisor to join a fast-paced, product-based business environment.
This role would suit someone with previous experience handling customer complaints, aftersales support, product queries, or customer escalations within a product-led business. You will be responsible for investigating customer complaints, resolving issues relating to products and orders, liaising with internal departments, and ensuring excellent customer outcomes throughout the process.
This is a busy and varied role requiring strong communication skills, organisation, attention to detail, and the ability to remain calm and professional under pressure.
Key Responsibilities
- Managing inbound telephone calls and customer service enquiries
- Handling customer complaints received via telephone, email, and escalation routes
- Investigating customer complaints relating to products, orders, deliveries, and customer expectations
- Managing customer complaints and providing prompt complaint resolution support
- Liaising with internal departments to identify root causes and agree resolutions
- Managing customer escalations professionally and efficiently
- Escalating complex complaints to senior management where required
- Organising customer refunds and credit notes
- Supporting customers with invoice and billing queries
- Managing complaint correspondence and maintaining accurate internal records
- Preparing for and attending Quality Control and complaints review meetings
- Building strong customer relationships through excellent aftersales support and customer care
What We’re Looking For
- Previous experience within complaints handling, customer resolutions, aftersales support, or customer care within a product-based business
- Experience handling customer complaints relating to products, deliveries, orders, or quality concerns
- Strong customer service and complaint resolution skills
- Experience investigating customer issues and managing complaints through to resolution
- Ability to remain calm and professional in a fast-paced environment
- Strong organisational skills and attention to detail
- Confident managing changing priorities and working to deadlines
- Positive, proactive, and customer-focused approach
- Strong team player with excellent interpersonal skills
- Comfortable working fully office-based in Aldershot
We would particularly welcome candidates from:
- Manufacturing
- Distribution
- Logistics
- FMCG
- Product-based customer service environments
- Aftersales or warranty support environments
What’s on Offer
- Stable, long-term opportunity within a growing business
- Supportive and collaborative team environment
- Funded internal and external training opportunities
- Career development and progression opportunities
- Annual leave purchase scheme
- Employee referral bonus
- 31 days holiday including public holidays
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