Customer Experience Advisor

Anchor Hanover Group; Bradford; On-site; GBP 27,000 - 28,000; Full time

Job summary

Anchor Hanover Group is seeking a Customer Experience Advisor to handle complaints across multiple channels, with a focus on written responses and telephone conversations. You will own customer concerns, resolve issues fairly and professionally, and contribute to a high standard of customer service.

The role emphasizes empathy, accuracy, and policy adherence while maintaining high service levels and timely resolutions. Full-time/permanent with fixed-term options may apply.

Qualifications

• Proven experience in complaints handling or similar customer-focused role.
• Strong written communication, drafting clear, customer-friendly responses.
• Confident telephone manner for challenging conversations.
• Excellent attention to detail and objective assessment.
• Strong organisational skills to manage multiple cases.
• Customer-first mindset focused on resolving issues.

Responsibilities

• Managing customer complaints end-to-end, ensuring timely and high-quality resolutions.
• Drafting clear, professional written responses to customers.
• Speaking directly with customers over the phone, addressing concerns with confidence and sensitivity.
• Investigating complaints thoroughly, gathering information and working with internal teams where needed.
• Applying policies and procedures to ensure fair, compliant outcomes.
• Identifying trends and recurring issues, sharing insights to improve customer experience.
• Maintaining accurate records and case notes throughout the complaint lifecycle.
• Meeting agreed service standards, quality measures and response times.

Skills

Complaints handling

Written communication

Telephone etiquette

Attention to detail

Organization

Customer-first mindset

Job description

Customer Experience Advisor (Complaints Handling)
Contract: Full Time | Permanent and 12-month Fixed-Term opportunities available
Salary: £26,900 per annum, rising to £28,000 following successful completion of probation

About the role

We're looking for confident and empathetic Customer Experience Advisors to join our team, specialising in complaints handling.

This is a critical role where you'll act as the voice of the organisation, taking ownership of customer concerns and resolving them fairly, thoroughly, and professionally. You'll engage with customers across multiple channels - particularly written responses and telephone conversations - ensuring every interaction is handled with care, clarity, and consistency.

If you're someone who can turn a negative experience into a positive outcome through excellent communication and sound judgement, we'd love to hear from you.

What you'll be doing

• Managing customer complaints end-to-end, ensuring timely and high-quality resolutions
• Drafting clear, professional and empathetic written responses to customers
• Speaking directly with customers over the phone, addressing concerns with confidence and sensitivity
• Investigating complaints thoroughly, gathering information and working with internal teams where needed
• Applying policies and procedures to ensure fair, consistent and compliant outcomes
• Identifying trends and recurring issues, sharing insights to improve customer experience
• Maintaining accurate records and case notes throughout the complaint lifecycle
• Meeting agreed service standards, quality measures and response times

What we're looking for

Essential skills & experience

• Proven experience in complaints handling, customer relations, or a similar customer-focused role
• Strong written communication skills - able to draft clear, professional, and customer-friendly responses
• Confident telephone manner, with the ability to handle challenging conversations calmly and effectively
• Excellent attention to detail and ability to assess situations objectively
• Strong organisational skills, with the ability to manage multiple cases simultaneously
• A customer-first mindset with a genuine desire to resolve issues and improve outcomes

Desirable

• Experience working in a regulated environment or with formal complaint processes
• Familiarity with service standards, KPIs or SLA-driven environments
• Experience using case management or CRM system

What will set you apart

• Emotional intelligence and resilience when dealing with sensitive situations
• The ability to balance empathy with professionalism and policy adherence
• A passion for improving customer experience and learning from feedback
• Confidence in both written and verbal communication as core strengths