Customer Complaints Advisor

Pimlico Plumbers; Greater London; On-site; GBP 36,000 - 48,000; Full time

Job summary

Pimlico Plumbers is seeking a Senior Customer Service Advisor to protect the company’s reputation by delivering exceptional service and overseeing effective resolution of customer complaints from initial contact to resolution.

You will be the primary contact for complaints and escalations, manage investigations, mentor colleagues, analyze feedback and trends, and contribute to continuous improvement of customer service and operational performance.

Qualifications

• Experience in customer complaints, customer relations, or senior customer service role.
• Experience in B2C environments.
• Experience handling escalated complaints and delivering fair resolutions.
• Knowledge of consumer rights legislation and complaint handling best practices.
• Experience in home services or facilities management is desirable.
• Strong investigation, root cause analysis and problem-solving skills.
• Analytical skills with data analysis, trend analysis and reporting.
• Experience mentoring or coaching colleagues is desirable.

Responsibilities

• Thorough investigations and root cause analysis.
• Customer satisfaction assessment and after-sales support.
• Service improvement, reporting and analysis.
• Leadership and team support.
• Proactive and hands-on ownership of customer issues.
• Accurate complaint records and timely reporting.
• Escalation point for complex cases and stakeholder liaison.

Skills

Complaint handling

Escalation management

Root cause analysis

Data analysis

Mentoring/coaching

Customer journey

Attention to detail

Stakeholder management

Leadership

Empathy

Job description

As a Senior Customer Service Advisor, you will play a pivotal role in protecting and enhancing Pimlico Plumbers’ reputation by delivering exceptional customer service and overseeing the effective resolution of customer complaints.

As the primary point of contact for customer complaints and escalated customer issues, you will be responsible for managing complaints professionally and efficiently, while maintaining the highest standards of customer service. You will take ownership of the complaints process from initial contact through to resolution, ensuring positive customer outcomes and a seamless after-sales support experience.

In addition to complaint handling, you will act as a senior member of the Customer Service team, providing guidance and support to colleagues, assisting with escalations, analysing customer feedback and complaint trends, and contributing to continuous improvement initiatives that enhance customer satisfaction and operational performance.

Experience & Knowledge

• Previous experience within a customer complaints, customer relations, or senior customer service role.
• Experience working within a business-to-consumer (B2C) environment.
• Experience providing exceptional after-sales support and managing customer relationships throughout the customer journey.
• Experience handling escalated complaints and delivering fair and effective resolutions.
• Knowledge of consumer rights legislation and complaint handling best practices.
• Experience within the home services, trades, property maintenance, facilities management, or field-based services industry is highly desirable.
• Strong investigation, root cause analysis, and problem-solving skills.
• Strong analytical skills with experience in data analysis, trend analysis, reporting, and record-keeping.
• Experience producing management information and identifying trends to support business improvements.
• Previous experience mentoring, coaching, or supporting colleagues is desirable.

Key Responsibilities

• Thorough Investigations & Root Cause Analysis
• Customer Satisfaction Assessment
• Service Improvement, Reporting & Analysis
• Leadership & Team Support
• Customer Focused
• Highly Organised with Strong Attention to Detail
• Analytical & Data-Driven
• Strong Problem Solver & Critical Thinker
• Proactive & Hands-On
• Accountable & Decisive
• Strong Stakeholder Management Skills

Critical Success Factors

Efficient Complaint Resolution

• Resolve all customer complaints within agreed timescales and service level agreements.
• Demonstrate a strong commitment to effective and fair complaint handling.
• Deliver positive customer outcomes whilst maintaining company standards and commercial awareness.
• Effectively manage complex and escalated complaints.

Customer Satisfaction

• Demonstrate empathy, professionalism, and a customer-first approach in all interactions.
• Consistently deliver a positive after-sales customer experience.
• Maintain accurate and comprehensive complaint records at all times.
• Produce timely and accurate reporting on complaint performance, customer feedback, and service trends.

Review Management

• Respond promptly to customer reviews, both positive and negative, using approved response templates and company guidelines.
• Maximise opportunities to generate positive customer reviews and testimonials.
• Identify recurring service issues through complaint analysis, trend monitoring, and root cause investigations.
• Make recommendations that improve customer experience, operational efficiency, and service quality.
• Support the development and capability of Customer Service Advisors through coaching, mentoring, and knowledge sharing.
• Act as a trusted escalation point for complex customer cases.
• Promote a culture of customer service excellence, accountability, and continuous improvement.

About us:

Neighborly (yes without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown to be the world’s largest home service company, delivering premium service experiences across homes and businesses, primarily through franchising. In 2010 Neighbourly entered the UK market with the focus of acquiring and developing premium brands within the home service industry.

In the 14 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands with over 4,000 frontline staff. Gaining a strong reputation for investment and franchisee development consistently growing year-on-year.