Are you a problem-solver with a passion for customer service? Do you thrive in a fast-paced environment and enjoy making a real difference to people’s experiences? If so, we want you to be part of our dynamic Complaints Team at the Kelly Group, a leading telecommunications provider. What You’ll Do As a Complaints Team Member, you will play a key role in maintaining our excellent reputation for customer service. Your responsibilities will include: Managing Complaints: Handle incoming customer complaints via phone, email, or live chat, ensuring a positive and empathetic approach to every situation. Problem Resolution: Investigate issues thoroughly, liaising with internal teams to resolve complaints efficiently and to the customer’s satisfaction. Communication & Updates: Keep customers informed throughout the process, providing clear and concise explanations of next steps and resolutions. Reporting & Feedback: Document complaints and outcomes, escalating complex issues to senior management when necessary, and providing valuable feedback for continuous improvement. Customer Retention: Actively work to turn challenging situations into positive outcomes, maintaining customer loyalty and trust. What We’re Looking For To succeed in this role, you’ll need to be customer-focused, solutions-oriented, and able to work well under pressure. We’re looking for candidates who: Have Strong Communication Skills: You’ll be dealing with customers, so your ability to communicate clearly and effectively, both written and verbal, is essential. Are Empathetic & Patient: You’ll need to listen carefully to customers, understand their frustrations, and provide a calm and professional response. Are Problem-Solvers: You’ll be tasked with finding solutions to complex issues while maintaining a positive and customer-first attitude. Are Team Players: You’ll collaborate with various teams across the business to resolve complaints and improve overall service. Experience in Customer Service or Complaints Handling is a plus, but not essential—if you’re passionate about making a difference, we want to hear from you! What’s on offer for successful candidates? Competitive PAYE Salary 20 days’ holiday plus statutory bank holidays Company Pension scheme Cycle to work scheme Excellent career progression opportunities Full training will be given to the right candidate. Employee discount scheme About Kelly Group Established in 1985 to support the emerging UK cable television market, Kelly Group has diversified to meet the needs of our clients. With over 40 years’ experience and customer service at the heart of our business, Kelly Group is renowned for building networks in collaboration with several major leading telecommunication service providers, delivering innovative multi-functional solutions - connecting people globally. Working across several industries including telecommunications, rail, metro, highways and fleet, Kelly Group operate nationally with 40 operational centres and deliver a full suite of services. From the initial planning, design, notification through to installation, final commissioning and maintenance of networks, Kelly Group deliver a ‘one-stop solution’ to meet the needs of our clients and delight their customers. As a service provider, our workforce is our extended family, which is why we invest in their safety, training, careers, welfare, vehicles and tools they need to deliver excellence. With a workforce of circa 3500, 40 national operational centres, 4 training hubs and a fleet of over 2500 vehicles, Kelly Group are committed to developing an excellent team, a fair culture and a safe working environment. The Kelly Group is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships. If you feel you have the required experience and want to further your career with a long standing communications contractor, please apply.