Job Description
Customer Complaints & Service Executive
Chelmsford, Essex
Up to £27,000 + Bonus Scheme
Full Time | Two-week rota | No weekends
Requirement: Full UK driving licence (due to location)
The Role
Our client, a rapidly expanding retailer specialising in home and industrial storage solutions, is seeking a Customer Complaints & Service Executive to join their friendly and supportive team near Chelmsford. This position is ideal for someone who thrives in a problem-solving environment, has a calm and pragmatic approach to resolving issues, and is confident taking ownership of customer complaints from start to finish.
You will act as a key point of contact for customers experiencing problems with orders, deliveries, or products—working collaboratively with couriers, suppliers, and internal teams to bring every case to a satisfactory resolution.
Key Responsibilities
* Manage incoming complaints via phone, email, and live chat, ensuring every customer feels heard and supported
* Take ownership of escalated issues, providing clear communication and timely updates throughout the resolution process
* Investigate delivery problems including delays, damages, and missing items, liaising with couriers to resolve matters quickly
* Offer practical product advice and solutions to both domestic and commercial customers
* Accurately process telephone orders and record complaint details
* Handle challenging conversations with patience, professionalism, and empathy
* Complete general administrative tasks and update internal systems
* Build and maintain strong product knowledge to support accurate problem-solving
Key Skills & Experience
* Previous experience in customer service, ideally with a strong complaints-handling background
* Confident communicator with excellent verbal and written skills
* Experience resolving courier and delivery-related issues (damages, delays, misroutes)
* Highly organised, detail-focused, and able to prioritise cases effectively
* Computer literate with the ability to learn internal systems quickly
* Able to work independently while contributing positively to the team
* Calm, patient, resilient, and customer-centric
Working Hours
Week 1
* Monday: 7:30am–5:00pm
* Tuesday–Thursday: 8:00am–5:00pm
* Friday: 8:00am–4:30pm
Week 2
* Monday: 8:00am–5:30pm
* Tuesday–Thursday: 8:30am–5:30pm
* Friday: 8:00am–4:30pm
Benefits
* Bonus scheme
* Casual dress code
* Employee discount
* Free on-site parking