Customer Relations Agent / Complaints Administrator

Career Choices Dewis Gyrfa Ltd; Nantgarw; On-site; GBP 15,000 - 19,000; Full time

Job summary

Hays Specialist Recruitment in Nantgarw is seeking a Customer Relations Agent to join a busy department. This temporary, office-based role handles complaints, investigates issues, and communicates outcomes clearly while keeping detailed records to regulatory timescales.

You’ll work as part of a team, supporting data requests and trend analysis, with a focus on accuracy and timely resolutions. The assignment is long-term, starting ASAP, through December 2026, with potential extension.

Qualifications

• Experience in a customer service-based role.
• Experience handling complaints is advantageous.
• Able to work to deadlines and maintain accurate records.
• Commitment to vetting procedures including checks.

Responsibilities

• Handle complaints and disputes with thorough investigation.
• Gather, verify, redact and dispatch Data Subject Access Requests.
• Maintain records in the complaints management system to regulatory timescales.
• Identify trends for Root Cause Analysis and propose improvements.
• Provide a reference point for other department members on complaint tasks.

Skills

Customer service

Complaint handling

Teamwork

Deadlines

Record keeping

Tools

CRM system

Job description

Customer Relations Agent / Complaints Administrator

Employer:

Hays Specialist Recruitment

Location:

Pay:

£13.08 to £13.08 per hour,£13.08 per hour

Contract Type:

Temporary

Hours:

Full time

Disability Confident:

No

Closing Date:

09/09/2026

About this job

Your new companyAn award-winning Financial Services company based in Nantgarw.

Your new role Working as a Customer Relations Agent in a busy customer relations department.

The Customer Relations Agent is responsible for handling various complaints and disputes that come into the organisation.

You'll need to quickly assess and thoroughly investigate each complaint, then decide on the best outcome and communicate it clearly.

Being detail-oriented and keeping excellent records are key.

You'll also need a solid understanding of our products and procedures, along with a good grasp of the industry regulations, especially those related to complaint handling.

Role deliverables Analyse complaints, identify and elevate possible regulatory breaches or operational incidents.

Investigate complaints thoroughly in conjunction with third parties such as external partners and other teams within the business.

Complete the gathering of data, compilation, verification, redaction, exclusions, and dispatch of all Data Subject Access Requests received from customers and third parties.

Keep accurate records of the progress and outcome of each complaint using the complaints management system to ensure that complaints are responded to within regulatory timescales.

Analyse and communicate complaint trends to the management team for Root Cause Analysis investigations.

Relay customer perceptions and comments, identify and analyse opportunities to improve processes, products and/or systems, providing recommendations and evidence to support proposed implementation.

Act as a point of reference for other department members for all complaint-related tasks.

Demonstrate flexibility and the ability to work within all areas of the department, to cover seasonal peaks in volume of work and as workload dictates.

What you’ll need to success You'll have experience of working in a customer service-based role previously.

Having experience with complaints previously is highly advantageous.

You'll be comfortable working as part of a team, and understand the importance of working to deadlines.

You'll be organised, with a can-do attitude.

Please note any successful candidates will be required to pass a credit check and DBS check as part of the vetting/onboarding process.

What you'll get in return This is a long-term temporary role to start ASAP and is expected to last until the end of December 2026 with a likely extension.

37.5 hours per week, Monday to Friday.

Hours of work are
8.30am to
5.00pm with a 1-hour lunch.

Fully office-based at the Nantgarw offices.

The hourly rate for the role is £13.08 per hour; there may on occasion be overtime available depending on workload.

What you need to do now.

This is a primarily administrative-based role with a small element of telephony work, but it is primarily administrative-based.