About Castelan
At Castelan, we are proud to be a national leader in furniture care, providing expert repair solutions and exceptional customer service to the furniture insurance, commercial, and retail sectors. Based just five minutes from Weston-super-Mare town centre, our office is easily accessible by car, bus, bike, or on foot.
We are a people-first business, and our success is built on the dedication, empathy, and professionalism of our team. Now, we're looking for a Customer Complaints Associate to join our growing Customer Care department.
Your Role: Customer Complaints Advisor
As a key member of our Customer Care team, you'll be the voice of reassurance and resolution for our customers. Reporting to the Customer Care Manager, you will handle complaints with empathy, professionalism, and in line with FCA regulations and Castelan's high standards.
This is a fantastic opportunity for someone who thrives on problem-solving, values clear communication, and wants to make a real difference in the customer journey.
What You Will Be Doing
* Responding to customer complaints via phone, email, and letter -always with empathy and clarity.
* Acting as a key contact for clients, insurers, and the Financial Ombudsman Service.
* Ensuring all complaints are logged, acknowledged, and resolved within regulatory timeframes.
* Collaborating with internal teams to share feedback and improve service delivery.
* Supporting the ACIT team with training, complaint trends, and claim's philosophy development.
* Leading or contributing to business improvement projects.
* Maintaining accurate records and generating complaint-related reports.
* Staying up to date with FCA complaint handling requirements and acting as a knowledge point for colleagues.
What You Will Bring
We are looking for someone who is confident, compassionate, and committed to delivering excellent service. Whether you are experienced in complaints handling or ready to take the next step in your customer service career, we will support your development.
Essential Skills & Qualities:
* Strong written and verbal communication skills.
* Ability to empathise and remain calm under pressure.
* Excellent attention to detail and organisational skills.
* Confident using Microsoft Word, Excel, and internal systems.
* A proactive approach to problem-solving and continuous improvement.
* Understanding of FCA complaint handling (or willingness to learn).
* Ability to work collaboratively across departments.
Desirable:
* Experience in insurance, retail, or regulated customer service environments.
* Familiarity with the Financial Ombudsman Service processes.
What We Offer
* Competitive salary
* Company pension scheme
* On-site parking
* 23 days holiday + bank holidays
* Dress-down Fridays
* Access to our Employee Assistance Programme – including wellbeing support, counselling, and staff discounts
* Opportunities to lead and contribute to business improvement projects
* A supportive, inclusive team culture
Ready to Apply?
If you are passionate about delivering great service and want to be part of a company that values your voice, we would love to hear from you. Please provide a copy of your most recent CV and covering letter by Thursday 9 October 2025.