Customer Care Coordinator (Complaints Handling)

Confidential; Warwick; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

Training and development

Career progression

Supportive team

Job summary

Adecco Group UK & Ireland in Warwick is seeking a Customer Care Manager / Assistant Customer Care Manager to handle complaints and deliver fair customer outcomes. Hybrid role: 4 days office, 1 day home working. Role offers progression within a growing organisation and development opportunities.

Experience in customer service and complaints handling is essential, with strong communication, organisation and problem-solving skills. Training provided.

Qualifications

• 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.

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.

Skills

Customer service

Complaints handling

Administration

Microsoft Office

CRM systems

Communication

Problem solving

Tools

CRM software

Job description

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.