Location: Oldbury Salary: £25,000 - £28,000 An exciting opportunity has arisen for a Customer Complaints Advisor to join a dynamic and customer-focused team in the home repairs and services sector. With a UK-wide network of over 300 qualified engineers, this business provides essential home and business emergency repairs including plumbing, heating, electrics, drainage, and locks. The role offers the chance to be part of a fast-paced, supportive, and customer-centric environment where high standards and attention to detail are key. About the Role: As a Customer Complaints Advisor, you'll be responsible for investigating and resolving customer complaints in a timely, fair, and professional manner. You'll handle complaints through multiple channels and ensure all issues are managed with empathy, efficiency, and a focus on delivering a positive customer experience. Key Responsibilities: Acknowledge and manage complaints received via phone, email, letter, social media, and other channels Carry out thorough investigations, gathering information from customers, engineers, and third parties Provide clear, empathetic, and professional communication at every stage Maintain accurate and up-to-date records of complaints, investigations, and resolutions Identify recurring issues or trends and suggest improvements to reduce complaints Ensure resolutions align with business values and customer satisfaction goals Key Skills & Experience: Experience in customer complaint handling (minimum 6 months) Professional, courteous, and empathetic approach to customer communication Strong written and verbal communication skills Ability to remain calm and solution-focused under pressure Confident liaising with different departments and stakeholders Problem-solving mindset and ability to work using initiative Good working knowledge of Microsoft Office Flexible and adaptable to changes in process and business needs Strong organisation and documentation skills This is a great opportunity for someone who enjoys problem-solving, takes pride in delivering excellent customer service, and wants to be part of a company that values teamwork, integrity, and continuous improvement. Apply today to take the next step in your customer service career.