About the Role
We are looking for confident, empathetic Customer Complaints & Retention Advisors to join a specialist customer resolution team where exceptional service and commercial awareness go hand in hand.
In this role, you will manage formal complaints and escalated customer concerns while identifying opportunities to retain customer loyalty, rebuild trust, and offer appropriate solutions that meet both customer needs and business objectives.
This is a service-led, consultative role, not a hard-sell position. Success comes from resolving issues fairly, handling objections professionally, and recommending suitable products, services or options where doing so benefits the customer.
Key Responsibilities
* Manage formal customer complaints via phone, email, written correspondence and digital channels
* Take full ownership of cases, acting as the primary contact throughout the complaint journey
* Investigate issues thoroughly, identifying root cause and fair outcomes
* Communicate with empathy, professionalism and confidence at all stages
* Retain customers by building trust, managing expectations and delivering on promises
* Use strong objection-handling skills to address dissatisfaction and prevent churn
* Identify appropriate opportunities to retain, upgrade or enhance customer services where relevant
* Present solutions clearly, tailoring recommendations to individual customer needs
* Liaise with internal teams and third parties to resolve complex cases efficiently
* Escalate cases appropriately in line with internal policies
* Maintain accurate records, case notes and administration
* Meet quality, retention, service and performance targets
* Maintain strong product, service and policy knowledge
What We’re Looking For
* Excellent written and verbal communication skills
* Strong objection-handling, negotiation and influencing ability
* A calm, empathetic approach with the confidence to have difficult conversations
* Customer-first mindset with commercial awareness
* Ability to balance resolution, fairness and business outcomes
* Strong organisation skills and attention to detail
* Comfort working with multiple systems and case management tools
* Ability to work independently and as part of a wider team
* Resilience and adaptability in a fast-paced environment
Desirable (Not Essential)
* Experience in escalated complaints, regulated or premium environments
* Retention, renewals or save-team experience
* Sales, upsell or account management exposure
* Written complaints handling experience
What’s in It for You
* Competitive base salary
* Performance-related incentives or bonuses (role dependent)
* Full structured training and ongoing coaching
* Opportunity to develop specialist resolution and commercial skills
* Clear progression pathways into senior resolution, quality or leadership roles
* Employee wellbeing and support programmes
* Company pension
* Paid annual leave and benefits
Work Environment
This role operates in a professional contact centre or office-based environment (with hybrid options for some roles). You will use standard systems, PCs and headsets and must handle customer and business data securely at all times.
Eligibility
Applicants must be legally eligible to live and work in the UK. Proof of eligibility will be required as part of the recruitment process.