About Us
Newlyn is a leading independent enforcement and debt recovery company, working in partnership with local authorities across the UK. We pride ourselves on delivering a professional, ethical and customer-focused service, helping people find realistic payment solutions while maintaining the highest standards of compliance. Our people are at the heart of our success, and we are committed to providing a supportive environment where individuals can develop, succeed and build rewarding careers.
Overview
We're looking for a confident and customer-focused Complaints Support Officer to join our Customer Resolutions team. Hours of work are 35 per week, Monday till Friday. This is an excellent opportunity for someone with strong communication skills who enjoys helping customers and thrives in a fast-paced environment.
As the first point of contact for customers, you'll play a key role in ensuring complaints are handled professionally, accurately and with empathy, while supporting the wider team to deliver excellent customer outcomes.
Key Responsibilities
- Communicate confidently and professionally with customers over the phone, providing reassurance, gathering accurate information and explaining the complaints process.
- Receive, acknowledge and manage customer complaints via phone, email and written correspondence, ensuring they are handled accurately and within agreed service levels.
- Process and support Subject Access Requests (SARs) by acknowledging requests, collating relevant information and ensuring responses are completed within statutory deadlines.
- Maintain accurate records, prepare customer correspondence and support complaint investigations in line with company procedures and regulatory requirements.
Skills & Experience
- Excellent communication skills with a confident and professional telephone manner.
- Strong customer service skills with the ability to handle sensitive conversations with empathy.
- Excellent attention to detail and organisational skills.
- Ability to manage multiple tasks while maintaining accuracy.
- Good IT skills, including Microsoft Outlook and Microsoft Word.
- A proactive team player with a positive attitude and willingness to learn.
Why Join Newlyn?
At Newlyn, you'll be part of a supportive team where your contribution makes a real difference. We offer ongoing training, opportunities for development and a collaborative working environment where you can build your career.
Pay: £23,500.00-£25,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
