Job Title: Complaints Handler / Customer Resolution Specialist
Location: Hassocks – must have access to a car due to the office location
Salary: 28,000 – 30,000
Hours: Monday – Friday, 37.5 hours per week
About the Role
We are looking for a proactive and customer-focused Complaints Handler to join a growing customer operations team. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer experiences.
You’ll be responsible for managing escalated customer concerns, finding fair and effective resolutions, and helping to improve overall customer satisfaction and retention. Working closely with internal teams, you’ll play a key role in ensuring customers feel heard, valued, and supported throughout their journey.
Key Responsibilities
- Deliver outstanding customer support across multiple communication channels, ensuring all interactions are handled professionally and empathetically.
- Manage escalated complaints and complex customer issues, working to achieve positive outcomes and restore customer confidence.
- Support service quality and operational standards, contributing ideas and feedback to improve the customer experience.
- Review and process refund approvals in line with company procedures and guidelines.
- Work collaboratively with internal departments to ensure consistent communication and a seamless customer journey.
- Take a proactive approach to identifying customer needs and resolving potential issues before they escalte.
- Participate in team discussions and continuous improvement initiatives, sharing insights and recommendations to enhance processes and performance.
What We’re Looking For
- Previous experience in complaints handling, customer service, or customer resolutions.
- Strong communication and interpersonal skills with the ability to remain calm under pressure.
- Excellent problem-solving abilities and a customer-first mindset.
- Ability to handle sensitive situations with professionalism, empathy, and attention to detail.
- Comfortable working collaboratively within a team-focused environment.
- Organised, adaptable, and able to manage multiple priorities effectively.
Equal Employment Opportunity Statement
Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
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