Customer Complaints Advisor

Return on Investment Ltd; Milton Keynes; Hybrid; GBP 24,850 - 26,000; Full time

Benefits offered by this job

Health & wellbeing allowance

Hybrid working

Team socials

Free parking

Education bursaries

Birthday day off

Birthday voucher

Company pension

Healthcare plan

Annual leave increases with service

Employee car purchase scheme

Job summary

Return on Investment Ltd in Milton Keynes is seeking a Customer Complaints Advisor to join our frontline support team. You will handle inquiries across phone, email and webchat, delivering empathetic, professional resolutions with a focus on quality and SLAs.

In this hybrid role, you will own cases from start to finish, investigate concerns with accuracy, and collaborate with colleagues to ensure the best customer experience. Training is provided before going autonomous.

Qualifications

• Experience handling customer complaints via phone, email, and webchat.
• Strong written and verbal communication skills.
• Calm, resilient approach to challenging conversations.
• Excellent organisational skills with attention to detail.
• Proactive problem solving and decision making.
• Willingness to learn and share knowledge.

Responsibilities

• Manage customer complaints and enquiries across channels.
• Take ownership of cases through to resolution.
• Investigate concerns with accuracy and detail.
• Deliver fair and timely outcomes balancing customer and business needs.
• Work to service level agreements and quality standards.
• Collaborate with colleagues to deliver best customer experience.
• Continuously develop knowledge and skills to improve service.

Skills

Customer service

Communication

Attention to detail

Problem solving

Negotiation

Collaboration

Proactive mindset

Job description

Location: Milton Keynes
Salary: £24,850 - £26,000 + Bonus
Hours: Shift-based between 8:30am - 7:00pm Monday to Friday and 9:00am - 1:00pm Saturdays

Help Shape Exceptional Customer Experiences. At ROI, we combine people, technology and industry expertise to solve complex challenges for some of the biggest names in automotive. As the UK’s leading automotive support agency, we partner with over 70% of automotive brands, delivering customer engagement, technology, insight and marketing solutions that drive measurable results.

The role

As a Customer Complaints Advisor, you will support customers across phone, email and webchat, delivering professional, empathetic and efficient resolutions. Working as part of a collaborative, high‑performing team, you will take ownership of customers from start to finish, ensuring every interaction reflects the high standards our clients expect. This fast‑paced role requires managing a high volume while maintaining excellent attention to detail and meeting service level expectations.

What You’ll Be Doing

• Managing customer complaints and enquiries via telephone, email and webchat.
• Taking ownership of cases through to resolution.
• Investigating customer concerns with accuracy and attention to detail.
• Delivering fair and timely outcomes while balancing customer needs with business requirements.
• Working to service level agreements and quality standards.
• Collaborating with colleagues and sharing knowledge to deliver the best customer experience.
• Continuously developing your knowledge and skills to deliver outstanding service.

What We’re Looking For

• The ability to understand situations from the customer’s perspective.
• Excellent written and verbal communication skills.
• A calm, resilient and positive approach when handling challenging conversations.
• Strong organisational skills with excellent attention to detail.
• A proactive approach to problem‑solving.
• Good negotiation skills and sound judgement.
• A collaborative mindset with a willingness to support others and share knowledge.
• A desire to learn, adapt and continuously improve.

What You’ll Get In Return

• £500 annual Health & Wellbeing Allowance to spend on your physical or mental wellbeing.
• Hybrid working following training.
• Team social events.
• Free parking.
• Access to Education Bursaries to support your personal and professional development.
• Birthday day off plus a birthday voucher.
• Company pension.
• Healthcare plan.
• Annual leave that increases with service.
• Employee car purchase schemes.

Why ROI?

At ROI, you’ll have the opportunity to do meaningful work that makes a visible difference. You’ll be trusted to take ownership, supported by experienced colleagues who value collaboration over ego, and encouraged to keep learning as technology continues to transform our industry. We embrace curiosity, adaptability and continuous improvement, creating rewarding careers in a business that is helping shape the future of fleet.