Complaints & Customer Service Advisor
Location: Blackpool
Department: Customer Service
Reports To: Customer Service Manager
About the Role
We are looking for a dedicated and customer-focused Complaints & Customer Service Advisor to join our team. In this role, you will be the first point of contact for customers, handling enquiries, resolving complaints, and delivering an outstanding customer experience.
You will investigate customer concerns thoroughly, communicate professionally across a variety of channels, and work closely with internal teams to ensure issues are resolved fairly, efficiently, and in line with company policies and regulatory requirements.
Key Responsibilities
- Respond to customer enquiries via telephone, email, and written correspondence.
- Manage customer complaints from initial contact through to resolution.
- Investigate complaints by gathering information from customers and internal departments.
- Provide clear, accurate, and empathetic communication throughout the complaints process.
- Resolve issues within agreed service level agreements (SLAs).
- Escalate complex cases where appropriate while maintaining ownership of the customer journey.
- Keep accurate and detailed records of all customer interactions using CRM systems.
- Identify trends and recurring issues, providing feedback to support continuous service improvement.
- Ensure compliance with company procedures, GDPR, and relevant industry regulations.
- Meet individual and team performance targets, including quality, productivity, and customer satisfaction measures.
What We're Looking For
Essential Skills & Experience
- Previous experience in a customer service or complaints handling role.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Ability to remain calm and professional when dealing with difficult situations.
- Excellent listening and empathy skills.
- Strong organisational skills with attention to detail.
- Good IT skills, including experience using Microsoft Office and CRM systems.
- Ability to manage multiple priorities in a fast-paced environment.
Desirable
- Experience working within a regulated industry.
- Knowledge of complaint handling procedures and customer service best practices.
- Experience using customer relationship management (CRM) software.
- Understanding of GDPR and data protection requirements.
Personal Attributes
- Customer-focused with a genuine desire to help people.
- Empathetic and patient.
- Resilient and able to handle challenging conversations confidently.
- Positive and proactive approach to problem-solving.
- Team player with the ability to work independently.
- Professional, reliable, and accountable.
Pay: £24,000.00-£24,500.00 per year
Benefits:
Work Location: In person
