Customer Experience Champion — Complaints & Resolution

Cummins Mellor; Blackburn; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Employee Assistance Programme (EAP)

Perkbox

23 days holiday + 8 bank holidays

Pension contributions

Life insurance

Private medical insurance

Company social events

Paid volunteering days

Your birthday off

Job summary

Cummins Mellor is seeking a Complaints Advisor in Blackburn for a full-time, in-office role. You will handle and resolve customer complaints, ensuring they feel heard, valued and satisfied. The position focuses on quality service and process improvement.

The role emphasizes empathetic communication, adherence to policies, and collaboration across teams to deliver timely resolutions and positive customer experiences.

Qualifications

• Experience in complaint management with empathy and efficiency.
• Excellent written and spoken communication for customer interactions.
• Knowledge of complaint policies and procedures and how to apply them.
• Flexibility and willingness to adapt and implement improvements.

Responsibilities

• Engage with customers to understand concerns and collaboratively resolve them.
• Assess and resolve escalated complaints to ensure fair outcomes.
• Aim to issue seven final resolution letters per day on average.
• Communicate clearly with customers and colleagues, both orally and in writing.
• Collaborate with multiple teams to provide prompt, effective responses.
• Act as a resource on complaint handling and contribute to business improvements.
• Liaise with external stakeholders to exemplify professional service.

Skills

Complaint handling

Customer service

Communication skills

Policy adherence

Analytical skills

MS Office

Tools

Complaint resolution systems

CRM systems

Job description

Cummins Mellor is seeking a Complaints Advisor in Blackburn for a full-time, in-office role. You will handle and resolve customer complaints, ensuring they feel heard, valued and satisfied. The position focuses on quality service and process improvement.

The role emphasizes empathetic communication, adherence to policies, and collaboration across teams to deliver timely resolutions and positive customer experiences.