This is a great opportunity to join a customer-focused team where you will genuinely make a difference to people’s experiences. As a Complaints Advisor, you will be the first point of contact for written complaints and enquiries, taking ownership of each case and supporting customers through to resolution. You will act as the customer’s voice within the business, managing their case end-to-end and making sure they feel listened to, informed, and supported throughout the journey. This role suits someone who enjoys problem-solving, building relationships, and seeing things through to a positive outcome. Please note this is a fixed-term contract for 12 months.
What you’ll be doing as a Complaints Advisor
- Being the main point of contact for customers until their case is fully resolved, handling and investigating written customer complaints and enquiries.
- Managing your own caseload and keeping customers updated at every stage.
- Contacting customers by phone wherever possible, or providing clear, detailed written responses when needed.
- Working closely with a wide range of internal teams and external partners to resolve issues.
- Negotiating and escalating complaints where required to meet regulated timescales.
- Keeping accurate and detailed case notes, clearly recording actions and outcomes.
- Balancing customer satisfaction with commercial awareness and cost to the business. You will have the opportunity to turn challenging situations into positive customer experiences.
Base location
Reading, Kemble Court RG2 6AD or Swindon, Walnut Court SN2 8BN.
Working hours
36 hours a week, Monday to Friday.
What you should bring to the role
- Strong customer service skills with confident and empathetic telephone communication.
- The ability to write clear, effective letters and emails in line with brand guidelines.
- Good problem-solving and decision-making skills, with a strong sense of ownership.
- Confidence working with stakeholders and negotiating positive outcomes.
- Resilience and focus in a busy, target-driven environment.
- Good IT skills and the ability to learn new systems quickly.
What’s in it for you?
- This role will be paid from £26,000 to £28,500 per annum, depending on skills and experience
- 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
- Generous Pension Scheme through AON.
- Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
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