Associate, Customer Success Advocacy

Ciena; Milton Keynes; On-site; GBP 26,000 - 29,000; Full time

Job summary

A customer service organization is looking for a Complaint Handler to resolve customer issues with professionalism and care. In this role, you will investigate various customer complaints, manage caseloads effectively, and work towards enhancing customer satisfaction. The ideal candidate will have strong communication skills and experience in customer service. This is a chance to work in a supportive environment with opportunities for career growth, earning competitive hourly rates between £14.23 and £15.04.

Benefits

Paid training for 4-6 weeks

Supportive team environment

Career advancement opportunities

Qualifications

• Previous experience in customer service and complaint handling within a regulated financial area.
• Ability to work in a fast-paced environment with a can-do attitude.
• Self-motivated with a high level of enthusiasm.

Responsibilities

• Investigate customer complaints and liaise with various business areas for resolutions.
• Manage cases using a diary system to prioritize workloads efficiently.
• Communicate professionally and effectively with customers to achieve satisfactory outcomes.

Skills

Excellent communication skills

Attention to detail

Problem-solving skills

Conflict resolution skills

Job description

Salary and Working Hours

Rate of pay: £14.23‑£15.04 per hour (Annual Est. £26,800‑£28,100)

Shift 1: Monday‑Thursday 09:00‑17:00, Sunday 10:00‑17:00 (36 hours per week) – Permanent role

Shift 2: Tuesday‑Thursday 09:00‑17:00, Friday 09:00‑16:45, Saturday 09:00‑17:00 (36 hours per week) – 12 Month Fixed Term Contract

Location: Desford Road, Leicester, LE19 4AT

Start Date: Monday, 5th January

Training: Includes 4‑6 weeks of paid, full‑time, in‑house training. Schedule: Monday‑Thursday, 09:00‑17:00, Friday 09:00‑16:45

Overview

Are you someone who thrives on helping people and making a real difference? As a Complaint Handler in our Regulated Customer Escalations Team, you’ll be part of a small, friendly team dedicated to resolving customer complaints with care and professionalism.

In this role, you’ll not only address individual issues but also have the opportunity to influence how we serve all customers by recommending process improvements. You’ll have the freedom to use your initiative, supported by colleagues who are always ready to offer guidance and support. This is more than just a job. It’s an opportunity to advance your career in a dynamic department and make a lasting impact.

Roles and Responsibilities

A day in the life: You will investigate customer complaints, liaise with various areas within the business as required to achieve a resolution within the agreed‑upon timescales.

You will manage your cases using a diary system, enabling you to prioritise your workload efficiently. You will build a great relationship with the customer, finding a resolution to the complaint, making an improvement to a business process or practice, and having the satisfaction of turning a complaint around into a positive experience for the customer.

Additionally, you will speak and write to customers to achieve a satisfactory outcome for the customer and the business, putting yourself in their shoes while using a mix of professional and conversational language.

It will be key to plan, organise, and prioritise your workloads to ensure deadlines are met for our customers.

What type of complaints will I handle?

• Returns Not Credited – Handling complaints where a customer has returned an item but has not yet received a refund or credit on their account.
• Balance Disputes – Investigating and resolving cases where a customer believes their account balance is incorrect, often due to an uncredited return, a billing error, or an unexpected charge.
• Credit File Complaints – Managing complaints about a customer’s credit file, including concerns that their credit score has been negatively impacted or that there is an inaccurate hold or increase on their file.
• Irresponsible Lending – Dealing with serious claims from customers who feel that we have lent them money without properly assessing their ability to repay, leading to financial hardship.
• Failed Collections / Items Not Received – Resolving issues related to our logistics, such as when a customer’s scheduled return was not collected or when they never received the items they ordered.

What’s in it for me?

Clear salary expectations, with the potential to earn £16.49 per hour.

No productivity targets. You’ll handle each case individually, focusing on resolving queries in the most effective and customer‑focused way.

Develop and refine your communication, problem‑solving, and conflict resolution skills while gaining valuable, transferable customer service experience, putting you in the best position to apply for advanced or leadership roles.

Work within a supportive, collaborative team in a dynamic environment where colleagues are ready to guide and assist, and every day presents a new challenge.

Qualifications

You should have previous experience in customer service and complaint handling within a regulated financial area. You will possess excellent communication skills and attention to detail, enabling you to put yourself in the customer’s shoes and do all you can to achieve a satisfactory resolution.

You’ll be highly self‑motivated, with excellent attention to detail and a high level of enthusiasm.

You’ll thrive in a fast‑paced environment, taking responsibility while showing a can‑do attitude to ensure all complaints are resolved within agreed‑upon timescales.

Next Steps

In accordance with Home Office guidance, successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met.

Our recruitment process begins with a telephone interview to assess your initial suitability and learn more about you. If you are successful at this stage, you will then be invited to an Assessment Centre, where you will complete various tasks. More information on the Assessment Centre format will be provided to shortlisted candidates.

We are proud to be a Disability Confident Employer (Level 2). We’re committed to building an inclusive, inspiring workplace where everyone feels respected, valued, and a true sense of belonging. Our aim is to support every individual to reach their full potential, whatever they are. If you have any questions about our commitment to diversity and inclusion, please feel free to contact our friendly recruitment team on [e-mail].

Please note spaces are limited for each shift and are on a first‑come, first‑serve basis and cannot be guaranteed.