Customer Care Coordinator (Complaints Handling)

Adecco (Portugal); North Warwickshire; Híbrido; GBP 28.000 - 30.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Training and development

Career progression

Supportive team

Descripción de la vacante

Adecco Group UK & Ireland is recruiting for a Customer Care Manager / Assistant Customer Care Manager (Complaints Handling) in Warwick. The role offers hybrid working and a fixed-term or permanent contract depending on experience.

You will join the Customer Outcomes team to handle and resolve complaints, ensure fair outcomes, and comply with regulations. Manager or Assistant level will be determined by experience.

Formación

• Experience in customer service, complaints handling, administration or customer support.
• Excellent communication and organisational skills.
• Strong attention to detail and problem-solving ability.
• Confident using Microsoft Office and CRM systems.
• Ability to manage challenging situations professionally.
• Desirable: complaints handling experience.
• Desirable: experience in a regulated environment.

Responsabilidades

• Manage complaints from receipt through to resolution.
• Investigate issues, gather evidence and maintain accurate records.
• Handle customer calls, emails and correspondence professionally and empathetically.
• Draft complaint responses and final outcome letters.
• Ensure compliance with regulatory requirements and service standards.
• Use approved AI tools to support case reviews and correspondence.
• Identify trends and support continuous improvement initiatives.

Conocimientos

Customer service

Complaints handling

Administration

CRM systems

Microsoft Office

Communication skills

Organisational skills

Problem solving

Descripción del empleo

Customer Care Manager / Assistant Customer Care Manager (Complaints Handling)

Location: Warwick (CV34)
Contract: Fixed Term (6-9 months) or Permanent
Working Pattern: Full-time, Hybrid (4 office / 1 WFH)

Salary:
Customer Care Manager: £30,308
Assistant Customer Care Manager: £27,810

The Role

Join a growing Customer Outcomes team, handling and resolving customer complaints while delivering fair and positive customer outcomes. Depending on experience, candidates will be considered at Manager or Assistant level.

Key Responsibilities

• Manage complaints from receipt through to resolution.
• Investigate issues, gather evidence and maintain accurate records.
• Handle customer calls, emails and correspondence professionally and empathetically.
• Draft complaint responses and final outcome letters.
• Ensure compliance with regulatory requirements and service standards.
• Use approved AI tools to support case reviews and correspondence.
• Identify trends and support continuous improvement initiatives.

What We're Looking For

Essential:

• Experience in customer service, complaints handling, administration or customer support.
• Excellent communication and organisational skills.
• Strong attention to detail and problem-solving ability.
• Confident using Microsoft Office and CRM systems.
• Ability to manage challenging situations professionally.

Desirable:

• Complaints handling experience.
• Experience in a regulated environment.
• Insurance, financial services or similar customer-focused industry experience.
• Investigation and decision-making experience.

What's on Offer

• Hybrid working.
• Supportive team and leadership.
• Training and development opportunities.
• Exposure to complaints, compliance and customer experience functions.
• Career progression within a growing organisation.

Ideal for candidates from customer service, complaints, administration, case management or regulated environments who enjoy problem-solving and delivering excellent customer outcomes.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.