Customer Complaints Advisor

WE Talent; Braintree; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment agency is seeking a dedicated individual for a customer service position in Braintree. In this full-time role, you will handle customer complaints, ensuring outstanding service and satisfaction. Ideal candidates should have customer service experience, strong written communication skills, and the ability to work under pressure. The position offers a salary of up to £31,000 per annum along with generous benefits including 32 days annual leave and a supportive team environment.

Benefits

Salary up to £31,000 per annum

32 days annual leave

24/7 Employee Assistance Programme

Discounts on staff products

Free on-site parking

Qualifications

• Must have previous customer complaints or customer service experience preferred.
• Strong written communication skills are essential for crafting responses.
• A valid driving license is required to commute to the site.

Responsibilities

• Deliver outstanding customer service while understanding business impact.
• Manage and respond to customer complaints effectively.
• Accurately document all interactions and prepare reports for management.

Skills

Customer Service Experience

Written Communication Skills

Calm Phone Manner

Attention to Detail

Organizational Skills

Job description

Location

Braintree

Hours

Full-time, permanent - 40 hours per week, Monday to Sunday rota

Shifts

• 8:00am - 5:00pm
• 9:00am - 6:00pm

What You'll Be Doing

• Delivering outstanding customer service while understanding business impact
• Handling customer complaints from start to finish, restoring confidence and satisfaction
• Responding to and resolving complaints and online reviews autonomously
• Replying to reviews in a positive, constructive tone that reflects company values
• Negotiating fair resolutions for both the customer and the business
• Managing written complaints and ensuring responses meet SLA deadlines
• Liaising with the BHTA for additional support when required
• Completing legal paperwork for escalated complaints
• Monitoring complaints and support inboxes, responding via phone or email
• Completing admin tasks to support the wider customer experience team
• Accurately documenting all interactions and identifying improvement opportunities
• Preparing reports for management

What We're Looking For

• Previous Customer Complaints or Customer Service experience (preferred)
• Strong written communication skills with the ability to craft clear, concise responses
• A calm, professional phone manner and the ability to turn around challenging conversations
• Excellent attention to detail and confidence to use your initiative
• Highly organised, punctual, and able to work well under pressure
• Must have a valid driving license and be able to drive to the site daily

What You'll Receive in Return

• Salary up to £31,000 per annum
• 32 days annual leave (including bank holidays), with additional days for length of service
• 24/7 Employee Assistance Programme for confidential support
• Access to an exclusive staff benefits platform – discounts, Cycle-to-Work scheme & more
• Free on-site parking & annual flu jabs
• 25% staff discount on products

If you're passionate about delivering exceptional customer experiences and want to be part of a supportive, purpose-driven team, we'd love to hear from you!

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