Customer Complaints Advisor

Daisy Group; Lower Blandford St Mary; On-site; GBP 22,000 - 31,000; Full time

Benefits offered by this job

24 days holiday + bank holidays

Referral bonus

Professional development

Eye care vouchers

Discounted gym membership

Virgin media and O2 deals

Job summary

O2 Business is seeking a Customer Complaints Advisor to join a collaborative team focused on customer excellence. You will play a key role in resolving complaints, maintaining professional communication, and developing your skills in problem-solving and customer relationship management.

The role offers opportunities for personal development and progression. Working hours are Monday to Friday, 9am to 5:30pm, with potential earlier finishes on Fridays where permitted.

Qualifications

• Excellent organisational skills and a proactive attitude.
• Strong written English and proficiency in Microsoft Office applications.
• Solutions-focused approach to problem-solving and customer issues.
• Ability to work independently while contributing to a team.
• Experience managing complaints and escalated cases is preferred.

Responsibilities

• Proactively resolve customer complaints by collaborating with internal teams.
• Handle complaints with professionalism, empathy and confidence.
• Own cases, prioritise workload and resolve promptly and efficiently.
• Liaise with Finance Partners and ensure regulatory compliance.
• Undertake administrative tasks to keep the department running smoothly.

Skills

Complaint handling

Customer service

Communication skills

Problem solving

Microsoft Office

Attention to detail

Tools

Microsoft Office

Job description

Exciting news from us at Daisy: we're re-branding to O2 Business! Following the merger between Virgin Media O2 Business and Daisy Group last year, we're taking the next step in our journey by announcing our new brand! As O2 Business, we believe in the wonder of simplicity; the joy of that comes when technology works as it should, with reliability, clarity, and speed. We're incredibly excited about this next step in our journey and you could be on that journey too.

We're looking for a Customer Complaints Advisor. This is an exciting opportunity to join a team that values collaboration, customer excellence, and personal development. You'll play a key role in creating positive customer experiences while developing valuable skills in communication, problem-solving, and customer relationship management. If you're enthusiastic, motivated, and ready to make a difference every day, we'd love to hear from you.

Hours of work: Monday - Friday 9am - 5.30 (earlier finishes on Fridays where permitted but not contractual)

What You’ll Be Doing

• Proactively resolve customer complaints by working collaboratively with internal departments.
• Complaint handling with professionalism, empathy, and confidence, effectively de-escalating challenging situations where required.
• Take ownership of cases, prioritise workloads, and ensure cases are resolved promptly and efficiently.
• Liaising with our Finance Partners, ensuring all correspondence complies with regulatory and internal requirements.
• Undertaking administrative tasks within the team to ensure the smooth running of the department is maintained.

What We’re Looking For

• Excellent organisational skills, a proactive attitude, and the ability to use their own initiative.
• Strong attention to detail and a solutions-focused approach to problem-solving.
• Excellent communication and relationship-building skills.
• The ability to work independently while contributing positively to a team environment.
• Strong written English and proficiency in Microsoft Office applications.
• A balance of commercial awareness and customer focus, delivering positive outcomes for all parties.
• Experience managing complaints and escalated customer cases would be Preferable

We are part of a wider company - O2 Business, however your employing entity is 4Com Ltd.

What’s in it for you

Our ethos is simple: the more you put in, the more you get out.

What we Offer:

• 24 days holiday + bank holidays, with an extra day for each year of service (up to 30 days!
• Referral bonus - bring great people, get rewarded!
• Professional development - training and support to help you grow
• Eye care vouchers and Discounted Gym Membership
• Exclusive Virgin media and O2 deals for you and your family/friends
• Variety of Incentive schemes depending on role

At O2 Business, we're passionate about developing those who drive results and build rewarding careers. As a Customer Complaints Advisor this is your chance to make a real impact.