Customer Care & Resolution Specialist

Saint Gobain

East Midlands

On-site

GBP 25,000 - 32,000

Full time

9 days ago

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Job summary

Saint-Gobain's Okarno business unit is seeking a Customer Aftercare Specialist to join the Customer Experience team in Ruddington. You will manage customer complaints from initial enquiry through to final resolution, keep customers informed at every step, and coordinate with Operations, Sales, and Technical teams to drive timely fixes.

This role rewards proactive problem solving, relationship building, and meticulous record keeping, with office-based hours Monday to Friday 9am–5pm.

Qualifications

Experience in customer service, customer experience, aftercare or complaints handling.
Strong communication and relationship-building abilities.
Calm, solution-focused mindset with ownership of issues to resolution.

Responsibilities

Managing customer complaints from initial enquiry through to resolution, ensuring customers are updated every step of the way.
Investigating service, quality and delivery-related issues while working closely with colleagues across Operations, Sales, Customer Service and Technical teams.
Maintaining accurate records within our complaints management systems and ensuring issues are resolved in a timely manner.
Identifying recurring trends, sharing insights with the wider business and supporting continuous improvement initiatives.
Supporting monthly reporting and customer review meetings, helping us understand performance and improve customer satisfaction.