Complaints Advisor

Onecom; Fareham; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 days holidays + bank holidays

Birthday day off

Volunteer day

Pension 9%

Life assurance 4x salary

Tech discounts

Company events

In-house training academy

Job summary

Onecom is seeking a Customer Resolutions Advisor to manage complaints from first contact to final resolution, driving fair, timely outcomes and improvements to the customer experience. This is an office-based role in Whiteley, Hampshire within the Operations team.

Ideal candidates will have strong investigation skills, the ability to influence stakeholders, and a proactive approach to preventing recurrence. Responsibilities span cross-functional liaison and escalation management.

Qualifications

• Experience in a phone based customer service oriented role
• Strong investigation, problem-solving and decision-making skills
• Excellent written and verbal communication skills
• Ability to influence stakeholders at all levels
• Strong organisational skills and attention to detail
• Proactive approach to identifying improvements and preventing complaint reoccurrence
• Confidence working under pressure and managing multiple priorities
• Experience handling complaints or escalations within a customer-focused environment
• Experience within a regulated environment

Responsibilities

• Investigate complex customer complaints across multiple business areas
• Liaise with customers, internal stakeholders and external partners to gather information and resolve issues
• Own cases through to resolution or deadlock
• Calculate redress and compensation where appropriate
• Work closely with senior stakeholders to support fair and consistent decision-making
• Identify complaint trends and recommend improvements to reduce future issues
• Liaise with external regulatory and dispute resolution bodies including CISAS and Ofcom when required
• Champion a customer-first culture and support continuous improvement initiatives across the business

Job description

Contract: Permanent, full time

Location: Whiteley, Hampshire (Office Based)

Team: Operations

Why Join Us?

Onecom is the UK's leading business technology provider, shaping the way we work, connect, communicate and operate. You will join a multi-award-winning company, with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen, Be Respectful, Build Relationships, Make it Happen, Work Smart, Be Amazing.

Salary: Up to £27,000 per year + Bonus

About The Role

As our Customer Resolutions Advisor, you'll manage customer complaints from initial contact through to final resolution, ensuring every customer receives a professional, fair and timely outcome. This is a fantastic opportunity for someone who enjoys problem-solving, influencing stakeholders, and driving improvements that genuinely enhance the customer experience.

What you'll be doing

You’ll

• Investigate complex customer complaints across multiple business areas
• Liaise with customers, internal stakeholders and external partners to gather information and resolve issues
• Own cases through to resolution or deadlock
• Calculate redress and compensation where appropriate
• Work closely with senior stakeholders to support fair and consistent decision-making
• Identify complaint trends and recommend improvements to reduce future issues
• Liaise with external regulatory and dispute resolution bodies including CISAS and Ofcom when required
• Champion a customer-first culture and support continuous improvement initiatives across the business

What we're looking for

We're interested in people who are naturally curious, resilient and passionate about delivering great customer outcomes.

You’ll Likely Have

• Experience in a phone based customer service orientated role
• Strong investigation, problem-solving and decision-making skills
• Excellent written and verbal communication skills
• The ability to influence stakeholders at all levels
• Strong organisational skills and attention to detail
• A proactive approach to identifying improvements and preventing complaint reoccurrence
• Confidence working under pressure and managing multiple priorities

Our dream candidate will also have

• Experience handling complaints or escalations within a customer-focused environment
• Experience within a regulated environment

Perks for our people

• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Socials: All-expenses-paid company events
• Development: In-House Training Academy
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Everyone belongs at Onecom

We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. That’s why we’re committed to creating an environment where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from people of all backgrounds, experiences, identities, and perspectives.