Customer Experience Officer – Complaints & Resolutions

Opal Orthopaedics Ltd (UK) & Opal Medical Australia P/L; Greater Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading customer service provider in Greater Manchester is seeking a passionate Customer Experience Officer to investigate and resolve customer complaints. The role requires excellent communication skills and a proactive approach to ensure customer satisfaction. You will work in a supportive team environment with opportunities for career progression. The successful candidate will enjoy a competitive benefits package, including a company pension scheme and generous holiday entitlements.

Benefits

Company pension scheme

22 days holiday plus bank holidays

Health cash plan

Critical illness cover

Discounted legal services

Season ticket loans

Discounts on online shopping and gym memberships

Cycle-to-work scheme

Qualifications

• Experience in organising your own workload and delivering to plan.
• Experience/knowledge of consumer and commercial debt recovery processes and strategies is desirable.

Responsibilities

• Investigate and resolve customer complaints promptly and fairly.
• Ensure complaints are logged and tracked accurately in line with FCA DISP rules.
• Communicate outcomes clearly to customers, providing appropriate redress.
• Proactively contact customers by telephone to remedy complaints.
• Identify trends and recurring issues through effective root cause analysis.
• Provide feedback to improve the customer journey.
• Investigate TrustPilot reviews and respond professionally.

Skills

Excellent communication skills, both written & oral

Professional with clear integrity of approach

Passionate about providing high standards of customer and client service

Strong team player

Highly organised with a positive can‑do attitude

Job description

A leading customer service provider in Greater Manchester is seeking a passionate Customer Experience Officer to investigate and resolve customer complaints. The role requires excellent communication skills and a proactive approach to ensure customer satisfaction. You will work in a supportive team environment with opportunities for career progression. The successful candidate will enjoy a competitive benefits package, including a company pension scheme and generous holiday entitlements.