Customer Relations Administrator

Allstaff Team; Renfrew; On-site; GBP 18,000 - 24,000; Full time

Job summary

Allstaff Office Division in Renfrew is seeking a Customer Relations Administrator on a fixed-term basis for three months. The role runs 9:00 am–5:00 pm, Monday to Friday, 35 hours weekly with a one-hour lunch break.

You will investigate and respond to complaints, assess claims, and provide empathetic, well-documented resolutions. Key duties include liaising with customers and internal teams, ensuring fair decisions and accurate records, while complying with applicable policies and regulatory

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.
• 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.

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

Verbal and written communication

Complaint handling

Dispute resolution

Decision making

Attention to detail

MS Word

MS Excel

MS Outlook

Multisystem investigations

Customer empathy

Tools

Microsoft Word

Excel

Outlook

Job description

Allstaff Office Division are delighted to bring to the market the role of Customer Relations Administrator 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.

Experience Required:

• Minimum 12 months' previous customer resolution, complaint handling or similar experience in a fast-paced environment.
• A genuine enthusiasm for service recovery and resolving customer issues fairly and professionally.
• Experience investigating written customer complaints, claims or escalated cases would be advantageous.
• Experience using Microsoft Word, Excel and Outlook alongside customer management or case handling systems.
• Full training will be provided to support the successful candidate in the role.