Customer Relations Executive

Likewize; Stoke-on-Trent; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Free on-site gym

On-site car park

Job summary

Likewize in Crewe is seeking a Customer Relations Executive to own complex customer complaints from start to finish, ensuring fair, professional outcomes in line with FCA regulations.

You will investigate escalated claims, gather evidence, communicate clearly by phone and in writing, and deliver well-reasoned resolutions while protecting customer trust. This onsite role supports ongoing service improvements within a busy customer relations function.

Qualifications

• Experience handling customer complaints, escalations, or resolving complex customer issues in a regulated environment.
• Strong written and verbal communication skills to explain complex information clearly and professionally.
• Solid understanding of FCA regulations and how they apply to complaint resolution.
• Excellent organisation and time management, able to manage multiple cases with attention to detail.

Responsibilities

• Take ownership of customer complaints from escalation through to final resolution, ensuring a positive customer experience.
• Investigate complaint cases thoroughly, reviewing claim information, evidence, and customer interactions to reach fair outcomes.
• Communicate with customers via phone and written correspondence, providing clear, professional, and empathetic updates and decisions.
• Ensure all complaints are handled in line with FCA regulations, internal policies, and service level agreements.
• Identify trends and opportunities for improvement to enhance customer outcomes and business processes.

Skills

Customer complaints handling

Verbal & written communication

FCA regulations knowledge

Investigative mindset

Empathy & professionalism

Job description

Description

Customer Relations Executive

Crewe, Onsite

What This Role Is All About

Are you passionate about delivering excellent customer outcomes and resolving complex issues? We're looking for a Customer Relations Executive to take ownership of customer complaints from start to finish, ensuring every case is handled fairly, professionally, and in line with FCA regulations.

Working as part of our Customer Relations team, you'll investigate escalated complaints relating to customer claims, acting as the main point of contact throughout the resolution process. You'll combine strong written communication with confident telephone-based customer interaction, gathering information, reviewing evidence, and delivering clear, well-reasoned outcomes.

This role is ideal for someone who thrives on problem-solving, can manage sensitive conversations with empathy and professionalism, and takes pride in seeing a case through to resolution. You'll play a key role in protecting customer trust while ensuring regulatory and business requirements are met.

Your Key Areas of Focus

• Take ownership of customer complaints from escalation through to final resolution, ensuring a positive customer experience throughout.
• Investigate complaint cases thoroughly, reviewing claim information, evidence, and customer interactions to reach fair and balanced outcomes.
• Communicate with customers via phone and written correspondence, providing clear, professional, and empathetic updates and decisions.
• Ensure all complaints are handled in line with FCA regulations, internal policies, and agreed service level agreements.
• Identify trends, recurring issues, and opportunities for improvement to help enhance customer outcomes and business processes.

What We're Looking For

• Strong verbal and written communication skills, with the ability to explain complex information clearly and professionally.
• Experience handling customer complaints, escalations, or resolving complex customer issues in a regulated environment.
• A thorough and investigative approach, with the ability to gather information, analyse evidence, and reach fair outcomes.
• Excellent organisation and time management skills, with the ability to manage multiple cases while maintaining attention to detail.
• A customer-focused mindset with a good understanding of FCA regulations and a commitment to delivering positive customer outcomes.

Get To Know Us

The world runs on connected devices. At Likewize, we make the experience around them work better. We partner with many of the world’s biggest brands to design and deliver seamless device journeys across protection, repair, upgrade, and renewal. We help our partners unlock growth by putting customer experience at the center of the entire device lifecycle. When tech goes wrong, we make it right. When customers are ready for something new, we make the transition simple. We operate on a global scale but never lose sight of the individual customer. Innovation is part of our DNA. We move fast, challenge the obvious, and look for better answers.

We are driven by Success, Passion, Professionalism, Accountability and Teamwork - and we look for people who share the same values. At Likewize, we Go for Growth. To us, that means passion over complacency, accountability over excuses, teamwork over silos, and professionalism as the standard. This is how we create success. If that fires you up, you're going to love it here.

To learn more about who we are, visit our website at www.likewize.com.

Where We Work

Our UK Head office is located less than two miles from the centre of Crewe, making it an easy and convenient commute. Crewe train station is just a 20-minute walk away, and for those who prefer to drive, there's a large free on-site car park available.

Once you're here, you'll also find plenty of added perks.

• Paying for a gym membership? You can cancel it when you join us, as our Crewe office has a free on-site gym, open seven days a week.
• Crewe train station is just a 20-minute walk away, and for those who prefer to drive, there's a large free on-site car park available.

The office itself is a fun and vibrant space, designed to encourage creativity and fresh ideas. It features spacious meeting rooms, fully equipped desks, and dedicated wellness rooms.

All of this makes our Crewe office a comfortable, accessible, and inspiring place to work.

Ensure Fairness & Embrace Differences

Together we are committed to creating a work environment where differences are celebrated and are essential to our success. We are a Disability Confident employer and are committed to creating an inclusive and supportive environment for all. We actively encourage applications from individuals with disabilities and will make reasonable adjustments throughout the recruitment process and in the workplace to ensure accessibility and equal opportunity. If you require any accommodation during the application or interview process, please let us know - we're here to help.