Customer Relations Administrator

Allscreens Nationwide Ltd; Paisley; On-site; GBP 19,000 - 21,000; Full time

Job summary

Allstaff Office Division is recruiting a Customer Relations Agent in Renfrew for a fixed-term of three months with a potential extension. The role runs 35 hours per week, 9.00 am–5.00 pm, Monday to Friday, with an hour lunch break.

The agent will investigate and respond to customer complaints, compensation and expense claims and perceived service failures. Professional, empathetic handling is essential, aligned with policies and regulations.

Qualifications

• Excellent verbal and written communication skills.
• Strong complaint handling, dispute resolution and service recovery skills.
• Sound judgement and decision-making ability.
• Good investigative and problem-solving skills, with strong attention to detail.
• Ability to build rapport with customers and colleagues in challenging situations.

Responsibilities

• Investigate and respond to customer complaints, claims and service issues.
• Liaise with customers, colleagues and internal teams to gather information to resolve cases.
• Assess compensation claims and expense requests in line with terms and regulatory standards.
• Make clear and appropriate decisions on claims and payments, with evidence.
• Provide professional, tailored written responses to customers.
• Deliver a high level of dispute resolution and service recovery.
• Use multiple systems, records and evidence sources to progress cases.
• Escalate complex, sensitive or reputational cases when required.
• Maintain accurate records of investigations, decisions, payments and communications.
• Contribute to continuous improvement and consistency of customer responses.

Skills

Verbal and written communication

Complaint handling

Dispute resolution

Attention to detail

Investigative skills

Multisystem usage

Microsoft Word

Microsoft Excel

Microsoft Outlook

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Allstaff Office Division are delighted to bring to the market the role of Customer Relations Agent based in Renfrew. This is for a fixed term of three months with the possibility of extension.

The hours are 35 hours per week, 9.00 am–5.00 pm, Monday to Friday, with a one-hour unpaid lunch break

The Customer Relations Agent will investigate, assess and respond to customer complaints, compensation claims, expense claims and perceived service failures. The role requires a professional, empathetic and fair approach, ensuring cases are handled accurately and in line with relevant policies and regulatory requirements.

Key Responsibilities

Investigate and respond to customer complaints, claims and service issues.

Liaise with customers, colleagues and internal teams to gather the information required to resolve cases accurately and fairly.

Assess compensation claims and expense requests in line with relevant terms, conditions and regulatory standards.

Make clear and appropriate decisions on claims and payments, ensuring decisions are evidenced and consistent.

Provide professional, tailored and empathetic written responses to customers.

Deliver a high level of dispute resolution and service recovery.

Use multiple systems, records and evidence sources to investigate and progress cases efficiently.

Escalate complex, sensitive, legal or reputational cases when required.

Maintain accurate records of investigations, decisions, payments and customer communications.

Contribute positively to continuous improvement and consistency of customer responses.

Skills and Knowledge

Excellent verbal and written communication skills.

Strong complaint handling, dispute resolution and service recovery skills.

Sound judgement and decision-making ability.

Good investigative and problem-solving skills, with strong attention to detail.

Confidence using multiple systems simultaneously.

Competence in Microsoft Word, Excel and Outlook.

Ability to build rapport with customers and colleagues in challenging or sensitive situations.

Strong organisational skills and the ability to prioritise workload in a fast-paced environment.

Personal Attributes

The successful candidate will be resilient, empathetic, organised and flexible, with the ability to adapt to changing work demands, remain calm under pressure and approach each case with professionalism, fairness and care.

Salary: £14.18 per hour

Allstaff is operating as an Employment Business for the supply of temporary staff, engaging and paying workers directly and supplying to a client. By sending your CV you are consenting to Allstaff processing your personal data for the purposes of providing work finding services, including processing using AI & software solution providers and back-office support.