Customer Service Advisor (Complaints Handling) £32,000 - £33,500 + Package/Bonus - Middleton
About the Client
We are recruiting on behalf of a well-established and fast-growing UK-based online car servicing provider. The business connects customers with a nationwide network of trusted garages through a simple and efficient digital platform, with a focus on making car servicing transparent, accessible, and hassle-free.
Due to continued growth, our client is expanding their Customer Service team and is seeking a Senior Customer Service Advisor to support the delivery of high-quality customer care and complaint resolution.
This is an excellent opportunity for an experienced complaints handler who enjoys problem-solving and thrives in a fast-paced, customer-focused environment.
The Role
As a Senior Customer Service Advisor, you will be responsible for managing complex customer enquiries and complaints, ensuring each case is handled professionally, efficiently, and in line with company procedures.
You will take ownership of cases from initial contact through to resolution, working closely with internal teams and a network of partner garages to deliver fair and timely outcomes.
This role requires strong communication skills, sound judgement, and the ability to remain calm and solutions-focused when dealing with challenging situations.
Key Responsibilities
* Manage customer complaints via phone and email with professionalism and empathy
* Investigate complex cases, gathering information from customers, garages, and internal systems
* Provide clear, fair, and timely resolutions in line with company policies
* Take full ownership of cases from start to finish
* Maintain accurate records of all customer interactions
* Support the wider team in managing complaint volumes and reducing backlogs
* Identify recurring issues and share insights to help improve processes and customer experience
* Build strong relationships with customers through excellent service delivery
Requirements
* Minimum of 2 years’ experience in complaints handling or dispute resolution
* Strong communication skills with confidence in handling difficult conversations
* Excellent problem-solving and investigative skills
* Customer-focused approach with a commitment to high service standards
* Ability to remain calm under pressure
* Strong organisational skills and attention to detail
* Ability to work independently and collaboratively within a team
* Comfortable working in a fast-paced and evolving environment
Benefits
* Performance-based bonus scheme
* Company pension
* Casual dress
* On-site parking
Opportunity for career progression within a growing organisation