Customer Experience Advisor (Complaints Handling)
Contract: Permanent & Fixed Term (12 months) Opportunities Available
About the role
We’re looking for confident and empathetic Customer Experience Advisors to join our team, specialising in complaints handling.
This is a critical role where you’ll act as the voice of the organisation, taking ownership of customer concerns and resolving them fairly, thoroughly, and professionally. You’ll engage with customers across multiple channels – particularly written responses and telephone conversations – ensuring every interaction is handled with care, clarity, and consistency.
If you’re someone who can turn a negative experience into a positive outcome through excellent communication and sound judgement, we’d love to hear from you.
What you’ll be doing
- Managing customer complaints end-to-end, ensuring timely and high-quality resolutions
- Drafting clear, professional and empathetic written responses to customers
- Speaking directly with customers over the phone, addressing concerns with confidence and sensitivity
- Investigating complaints thoroughly, gathering information and working with internal teams where needed
- Applying policies and procedures to ensure fair, consistent and compliant outcomes
- Identifying trends and recurring issues, sharing insights to improve customer experience
- Maintaining accurate records and case notes throughout the complaint lifecycle
- Meeting agreed service standards, quality measures and response times
What we’re looking for
Essential skills & experience
- Proven experience in complaints handling, customer relations, or a similar customer-focused role
- Strong written communication skills – able to draft clear, professional, and customer-friendly responses
- Confident telephone manner, with the ability to handle challenging conversations calmly and effectively
- Excellent attention to detail and ability to assess situations objectively
- Strong organisational skills, with the ability to manage multiple cases simultaneously
- A customer-first mindset with a genuine desire to resolve issues and improve outcomes
Desirable
- Experience working in a regulated environment or with formal complaint processes
- Familiarity with service standards, KPIs or SLA-driven environments
- Experience using case management or CRM system
What will set you apart
- Emotional intelligence and resilience when dealing with sensitive situations
- The ability to balance empathy with professionalism and policy adherence
- A passion for improving customer experience and learning from feedback
- Confidence in both written and verbal communication as core strengths
Why join us?
- Be part of a team that puts customer experience at the heart of everything
- Opportunities for development and progression
- Supportive and collaborative working environment
Anchor – a great place to work
Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.
We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.
A rewarding environment
From health and happiness to finance and your career, we’ll give you all the support you need.
Health & happiness
- Gym, fitness and wellbeing discounts
- Mental health support
- Flexible working options
- Access to online GP appointments
Finance
- Pension plan – contribute between 4% and 8% and we’ll match it or better
- Quick and easy pension transfer service
- Savings and financial advice, loans, free life assurance
- Discounts on shopping, holidays, phones, technology and more
Career
- Ongoing personal and professional development programme
- Leadership Pathways online learning resources
- Career progression and promotion opportunities
To see our full range of benefits, check out our dedicated being well website Please follow the link or copy and paste https://anchorbeingwell.co.uk/ into your browser
Celebrating diversity, celebrating you
Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.
We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.
We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.
