B2C Customer Service And Complaints

Michael Page (UK); Reading; On-site; GBP 26,000 - 27,000; Full time

Job summary

A leading luxury manufacturer is seeking a B2C Customer Service and Complaints specialist for their Reading location. The role involves managing customer enquiries, resolving complaints, and ensuring a high standard of service. Candidates should have experience in a customer service capacity, ideally within luxury brands, and possess strong communication and problem-solving skills.

Qualifications

• Proven experience in B2C customer service or complaints role.
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities and attention to detail.

Responsibilities

• Handle incoming customer enquiries and complaints via various channels.
• Investigate and resolve complex cases in line with company policy.
• Maintain accurate records of all interactions using CRM systems.

Skills

Communication

Interpersonal Skills

Problem Solving

Customer Focus

Organisational Skills

Tools

CRM Software

Digital Communication Tools

Job description

• Market leading International Business
• A supportive team environment

About Our Client

B2C Customer Service and Complaints, Reading: The client is an iconic European luxury manufacturer, known worldwide for its high-performance, distinctive design, and commitment to engineering excellence. With a rich heritage and a forward-thinking approach to innovation and sustainability, the brand is a symbol of quality, precision, and customer dedication.

Job Description

B2C Customer Service and Complaints, Reading:

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  Handle incoming customer enquiries and complaints via phone, email, and digital channels.
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  Investigate and resolve complex cases efficiently, in line with company policy and FCA regulations.
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  Act as the customer's advocate, ensuring a positive and empathetic experience at every stage.
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  Liaise with internal departments and external partners to coordinate solutions.
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  Maintain accurate records of all interactions and case resolutions using CRM systems.
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  Provide feedback and insight to help enhance products, services, and processes.
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  Support continuous improvement initiatives within the customer service function.
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  Represent the brand with professionalism, discretion, and a passion for quality.

The Successful Applicant

B2C Customer Service and Complaints, Reading:

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  Proven experience in a B2C customer service or complaints role, ideally within luxury or a premium consumer brand.
• 
  
  Strong communication and interpersonal skills, with the ability to handle sensitive issues calmly and professionally.
• 
  
  Excellent problem-solving abilities and attention to detail.
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  Confident in managing complex cases and negotiating resolutions.
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  Skilled in using CRM software and digital communication tools.
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  Customer-focused mindset with a natural ability to build rapport and trust.
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  Highly organised with the ability to manage a varied workload under pressure.
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  Knowledge of FCA regulations and customer rights is advantageous.

You will be able to work a weekend once a month/once every 4 weeks.

What's on Offer

Salary of circa £26,000 - £27,000 dependant upon experience.