Customer Resolution Advisor – Impactful, Office-Based

Mears Group; Milton Keynes; On-site; GBP 17,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Volunteering Leave

Staff perks

Job summary

Mears Group in Milton Keynes is seeking a Customer Resolution Advisor to handle complaints and complex enquiries, ensuring timely communication and effective solutions throughout the repairs journey. This office-based role requires collaboration with operational teams and delivering excellent customer outcomes.

You will log interactions in a bespoke system, draft clear customer responses, and support daily customer and communications tasks while meeting service targets.

Qualifications

• Demonstrable experience handling customer complaints and complex customer enquiries.
• Strong written communication skills, including drafting customer responses and complaint investigations.
• Ability to remain calm, professional and solution-focused when dealing with challenging situations.

Responsibilities

• Be the first point of contact for complaints across all channels of communication
• Resolve queries, diagnose situations, and process requests with care and accuracy
• Use our bespoke system to log and manage customer interactions
• Provide admin support for Customer & Communications tasks
• Meet service level agreements and performance targets
• Build strong relationships across the business
• Deliver high-quality customer outcomes and drive positive customer satisfaction results.

Skills

Customer complaints

Complex enquiries

Written communication

Calm under pressure

Education

Maths & English GCSE/NVQ

Tools

CRM system

Job description

Mears Group in Milton Keynes is seeking a Customer Resolution Advisor to handle complaints and complex enquiries, ensuring timely communication and effective solutions throughout the repairs journey. This office-based role requires collaboration with operational teams and delivering excellent customer outcomes.

You will log interactions in a bespoke system, draft clear customer responses, and support daily customer and communications tasks while meeting service targets.