Customer Complaints & Relations Specialist

Likewize; Stoke-on-Trent; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Free on-site gym

On-site car park

Job summary

Likewize in Crewe is seeking a Customer Relations Executive to own complex customer complaints from start to finish, ensuring fair, professional outcomes in line with FCA regulations.

You will investigate escalated claims, gather evidence, communicate clearly by phone and in writing, and deliver well-reasoned resolutions while protecting customer trust. This onsite role supports ongoing service improvements within a busy customer relations function.

Qualifications

• Experience handling customer complaints, escalations, or resolving complex customer issues in a regulated environment.
• Strong written and verbal communication skills to explain complex information clearly and professionally.
• Solid understanding of FCA regulations and how they apply to complaint resolution.
• Excellent organisation and time management, able to manage multiple cases with attention to detail.

Responsibilities

• Take ownership of customer complaints from escalation through to final resolution, ensuring a positive customer experience.
• Investigate complaint cases thoroughly, reviewing claim information, evidence, and customer interactions to reach fair outcomes.
• Communicate with customers via phone and written correspondence, providing clear, professional, and empathetic updates and decisions.
• Ensure all complaints are handled in line with FCA regulations, internal policies, and service level agreements.
• Identify trends and opportunities for improvement to enhance customer outcomes and business processes.

Skills

Customer complaints handling

Verbal & written communication

FCA regulations knowledge

Investigative mindset

Empathy & professionalism

Job description

Likewize in Crewe is seeking a Customer Relations Executive to own complex customer complaints from start to finish, ensuring fair, professional outcomes in line with FCA regulations.

You will investigate escalated claims, gather evidence, communicate clearly by phone and in writing, and deliver well-reasoned resolutions while protecting customer trust. This onsite role supports ongoing service improvements within a busy customer relations function.