Complaints Investigator

FM Conway Ltd; Sevenoaks; On-site; GBP 25,000 - 35,000; Full time

Job summary

Une entreprise familiale recherche un Complaints Investigator pour rejoindre son équipe Customer Care. Le candidat idéal doit posséder une forte orientation client et une expérience dans le service client. Le poste offre des avantages compétitifs tels que des jours de congé, des formations et des activités de bien-être.

Benefits

23 jours de congé + jours fériés

Accès gratuit à la salle de sport sur site

Restaurant subventionné

Soutien en santé mentale

Remises sur des achats

Qualifications

• Expérience en service client requise.
• Capacité à communiquer avec diverses personnes.
• Confort avec des informations sensibles.

Responsibilities

• Gérer et enquêter les plaintes des clients internes et externes.
• Fournir un soutien aux clients concernant des problèmes avec SureCharge.
• Suivre et surveiller les incidents jusqu'à leur résolution.

Skills

Communication

Gestion des plaintes

Service client

Job description

FM Conway is currently recruiting for a Complaints Investigator to work within our in-house Customer Care team. As our Complaints Investigator, you will manage and investigate incidents from internal and external customers, answer enquiries from the general public and support customers of our electric vehicle charging solution - SureCharge. This is a permanent, full-time position based from our head office in Sevenoaks, Kent.

The duties of our Complaints Investigator will include:

• Working collaboratively with all areas of our business you will manage and investigate enquiries from internal customers and the general public
• Managing the communication of FM Conway compliments
• Providing support to SureCharge customers, regarding problems with charging electric vehicles, taking payments etc
• Effectively following up and monitoring outstanding incidents to resolution and closure
• Supporting with the administration of all additional processes such as the Big Idea and Non-Conformity Reporting (NCRs)
• Managing the Customer Care email inbox to ensure that complaints, enquiries and incidents are dealt with daily
  
  

What skills and experience do you need?

We are looking for a team player who has experience of communicating with a variety of people via telephone, email and face to face. You will be comfortable dealing with sensitive and confidential information and will have previous experience within customer service. To be successful in this role, you must have a strong customer focus and be able to work as part of a team as well as on your own.

What benefits will you receive?

As our Complaints Investigator, we will offer you a range of fantastic benefits including career and professional development, 23 days holiday plus bank holidays, opportunities for internal and external training and access to a wide range of shopping discounts through our Rewarding Great People platform. Based from our Sevenoaks Head Office you will have free access to our on-site gym and subsidised restaurant. We will also offer you a range of health and well-being benefits including 24-hour advice lines and support from our mental health first aiders.

A brief introduction to FM Conway

FM Conway is a family run business with over 60 years’ experience of creating sustainable and innovative transportation solutions. We pride ourselves on our core values, creating a culture around Care, Innovation, Integrity, and Excellence. As a family business the heart of FM Conway has, and always will be, its great people and we are always searching for talented individuals to join our family.

So, if you would like to join the team as our Complaints Investigator then please click apply today, we’d love to hear from you!

Closing Date: 18/07/2025

FM Conway is an award-winning equal opportunities employer. We recognise that our workforce should reflect our diverse communities and we are proudly committed to creating an inclusive culture in which we celebrate and value individuals from all walks of life. EDI-Strategy

At our heart we are a family that recognises and embraces individuality, so if you are excited about this role but you are unsure if you meet all of the criteria, we encourage you to apply anyway as you may still be the right candidate for this or another role we are recruiting for.

We look forward to receiving your application!