Job Title: Customer Service / Complaints Advisor
Location: Redditch (Hybrid Working – Office Attendance Required 1–2 Days Per Week)
Salary: £12.71 per hour
Job Type: Full-Time
Working Pattern: 1 in 3 weekends (rota basis)
Shift Times (Rotational Split Shifts):
• 8:00am – 4:15pm
• 9:45am – 6:00pm
• 11:45am – 8:00pm
About the Role
We are currently recruiting for an experienced Customer Service / Complaints Advisor to join a busy and fast-paced contact centre team. This role requires a confident and resilient individual who has previously handled high volumes of complaints and customer queries via both telephone and email.
This is a hybrid position; however, candidates must be able to attend the Redditch office at least once or twice per week. Flexibility to work rotational shifts and 1 in 3 weekends is essential.
Key Responsibilities
• Handle inbound and outbound customer calls in a fast-paced call centre environment
• Respond to customer complaints and queries via phone and email
• Investigate complaints thoroughly and provide clear, professional resolutions
• De-escalate challenging situations with empathy and professionalism
• Accurately log all interactions and maintain detailed case notes on internal systems
• Meet performance targets including response times, quality standards, and SLAs
• Escalate complex or high-risk complaints where necessary
Skills & Experience Required
• Previous experience in a fast-paced call centre environment
• Proven experience handling customer complaints and escalations
• Confident managing high volumes of calls and email correspondence
• Excellent problem-solving and conflict resolution abilities
• Good IT skills and experience using CRM or case management systems
• Flexible to work rotational shifts and 1 in 3 weekends
What’s on Offer
• £12.71 per hour
• Hybrid working model
• Structured shift rota
• Supportive team environment
• Ongoing training and development opportunities
If you have strong complaints handling experience and thrive in a busy contact centre setting, we would love to hear from you!
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