Salary £28k + company bonus
Designing award‑winning products for our market‑leading brands – Mira Showers and Rada – is our lifeblood. We focus on investment in the best technology and resources available and invest in each individual. Beyond our factories in Cheltenham or Hull, each service engineer or customer service team member shares these values.
In this role you will be part of the Kohler Mira community – a collaborative, forward‑focused team that delights our customers and develops innovative products and services.
Complaints and Claims Advisor
The Complaints and Claims Advisor is a key member of the Customer Service Team where you will be the voice of the business, providing solutions to meet customer needs. Most interactions are completed over the phone and by email. You will be responsible for managing and resolving escalated customer complaints, especially those involving serious incidents such as property damage or personal injury, and act as a key point of contact for both internal associates and affected customers.
Basic Function
* Handle escalated customer complaints with a focus on resolution and service recovery.
* Manage Site Investigation (SI) cases involving property damage (e.g., leaks, fire, smoke) or personal injury.
* Complete SI Incident Checklists and raise Work Orders in Salesforce, ensuring accurate recording and documentation with timely follow‑up.
* Maintain clear and accurate records of all investigations, communications, and outcomes.
* Report findings and case progress to relevant internal stakeholders.
* Liaise with internal teams to coordinate investigations, service visits and outcomes.
* Communicate proactively with customers throughout the investigation process.
* Support financial claims resolution, including raising payments and working with insurers and legal teams.
* Collaborate with technical experts to understand root causes and contribute to final reports and recommendations.
* Identify patterns in incidents to support early warning systems and continuous improvement.
Skills/Requirements
* Strong communication and customer service skills, especially in high‑stress or sensitive situations.
* Excellent record‑keeping and reporting abilities.
* Attention to detail and ability to manage complex case documentation.
* Collaborative mindset with experience working across departments.
* Understanding of GDPR and data protection when handling customer information.
* Ability to remain calm and solution‑focused during challenging interactions.
* Self‑motivated decision maker.
* Solution driven with an emphasis on matching business outcomes to customer needs.
* Desire to collaborate across Customer Service functions and with the wider organisation.
* Demonstrated understanding of Mira’s products and the end‑to‑end service process.
* Basic understanding of consumer law in relation to product‑related issues and customer complaints.
* Computer literacy: competent in Salesforce, SAP, Microsoft Outlook, Word, and Excel. Familiarity with Riskonnect is advantageous.
We can offer you a lot in return!
We empower each associate to BecomeMoreAtKohler with a competitive total rewards package that supports health and wellbeing, career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.
About Us
In the UK, Kohler Mira Ltd. is made up of three market‑leading brands: Mira Showers, Rada Controls, and Recoup. We are committed to diversity and inclusion and are an equal opportunities employer. If you require adjustments during the recruitment process, please contact talentacquisitionuk@kohler.com.
As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice.
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