✨✨Internal Opportunity ✨✨ Are you passionate about turning customer challenges into positive experiences? Do you thrive on solving problems and restoring customer trust? If so, we’d love to hear from you! About the Role As a Complaints Advisor withuin our service team, You’ll play a critical role in owning and resolving customer complaints with empathy, urgency, and care. You will be responsible for investigating issues, collaborating with internal teams, and using your problem-solving and retention skills to deliver positive outcomes. Your work will help us learn, improve, and retain our valued customers. You’ll serve as the dedicated point of contact for customers who raise concerns, ensuring every complaint is handled thoroughly, professionally, and in line with our service standards. What You’ll Be Doing ✔ Act as the main contact for customers with complaints, leading their case from start to finish ✔ Conduct “Discovery Calls” within 24 hours of complaint assignment to understand the issue and build rapport ✔ Collaborate with internal teams (technical support, sales, operations) to resolve issues quickly and fairly ✔ Deliver complaint outcomes via phone call wherever possible, with a target resolution rate of 3 days ✔ Maintain accurate records and communications in the Complaints Management Platform (CMP) ✔ Use empathy, retention tools, and strong judgement to resolve complaints without escalation ✔ Follow up with customers for feedback and ensure they’re satisfied with the outcome Essential Skills & Experience Exceptional communication and listening skills Empathy and emotional intelligence – you genuinely care Confident phone manner and ability to handle difficult conversations Strong problem-solving and critical thinking abilities Organised and process-driven, with attention to detail Able to stay calm under pressure and manage multiple complaints at once An excellent grasp of our internal products and processes If this sounds like the role for you Discuss with your line manager and check you meet the internal criteria Upload your most recent CV