Customer Resolutions Advisor

Arvato Limited; Datchet; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days annual leave (Pro Rata)

Excellent on-the-job training

Life insurance and company pension

Staff discounts at various retailers

Employee assistance programme

Shuttle bus to Datchet office

Monthly awards

Great team environment

Datchet office with on-site gym

Breakfast Club

Job summary

Arvato Limited in Datchet is seeking a Customer Resolutions Advisor to own cases from initial contact to resolution. The role requires strong communication, attention to detail, and the ability to work across internal teams and the client to deliver fair outcomes.

You’ll join a team focused on customer experience in the automotive sector, with comprehensive training and development to support career growth. Hybrid work with on-site presence is required.

Qualifications

• Experience in a complaints-handling role is essential.
• Demonstrates passion for delivering excellent customer service and fair outcomes.
• Strong investigative skills and ability to follow processes to reach well-reasoned outcomes.

Responsibilities

• Receive inbound calls from customers and clients.
• Take ownership of customer complaints and resolve in line with SLAs.
• Ensure the highest level of service is consistently delivered.
• Manage workload and achieve personal KPIs.
• Handle outbound email correspondence professionally.
• Follow policies relating to goodwill gestures.
• Deliver good outcomes to customers.
• Maintain punctuality and timekeeping to support operations.

Skills

Strong communication

Attention to detail

Commercial awareness

Customer service

Complaint handling

Tools

Outlook

Customer databases

Internal portals

Job description

Contract: Permanent Role

Location: Hybrid – 2 days per week on site at our Datchet office, SL3 9LL

Working Model: Requirement to be onsite 5 days a week for a minimum of 12 weeks. Hybrid model (min 2 days on-site per week) once signed off by line manager.

Salary: £29,655 per annum, pro rata

Hours: 40 hours per week, Monday to Friday, 9:00am–6:00pm Our standard business operating hours are between 8:00am–8:00pm, flexibility to work within these business hours are required.

Start Date: Monday 23rd November

About us

In a world where change is constant,ArvatoConnect stands at the forefront of innovation. We partner with forward-thinking organisations to reshape and reinvent how they connect with their customers. By delivering cutting-edge, technology-driven solutions, we create exceptional experiences that foster stronger connections, enhance loyalty, and drive growth.

The Role

We are seeking committed individuals to join our Customer Resolutions team in the automotive sector. Our team members are valued for their dedication, adaptability, and strong communication skills. They ensure high levels of accuracy in their work and manage a variety of tasks while providing excellent customer service. Join us as a Customer Resolutions Advisor, where you will take ownership of cases from initial contact through to resolution, ensuring concerns are investigated fairly, managed professionally and resolved in line with agreed processes and service level agreements.

You will work closely with internal teams, and the client to gather information, make informed decisions and provide clear, well-reasoned outcomes. The role requires strong communication, attention to detail and the ability to remain commercially aware while delivering a positive customer experience.

Through our comprehensive training programme, we’ll support your development and career growth.

What you’ll do:

• Receive inbound calls from customers and clients.
• Take ownership of customer complaints, resolving them in a timely and efficient manner in line with SLAs.
• Ensure the highest level of service is consistently delivered to customers.
• Effectively manage workload and achieve individual KPIs.
• Manage outbound email correspondence professionally and accurately.
• Follow agreed policies and processes relating to goodwill gestures.
• Consistently deliver good outcomes to customers.
• Maintain consistent punctuality and timekeeping, taking personal accountability for adhering to schedules and supporting a smooth operation.

What you’ll bring to the table:

Strong, demonstrable experience working in a complaints-handling role is essential. You should be confident taking ownership of complaints, investigating customer concerns and working towards appropriate resolutions.

A genuine passion for consistently delivering excellent customer service and fair customer outcomes.

Strong investigative skills, with the ability to follow processes accurately and reach well-reasoned outcomes.

Good verbal and written communication

Confidence in using digital tools and a willingness to learn and navigate multiple systems, such as email platforms like Outlook, customer databases, and internal portals

Exposure to environments with high volumes of customer interactions is desirable, but not essential. If you're passionate about delivering great service with strong transferable skills, we'd love to hear from you

Familiarity with regulated settings such as Financial Services can be helpful, though not required. We welcome applicants from all customer service backgrounds, full training will be provided to support your success in the role

Benefits:

• 25 days (Plus 3 public/bank holidays which must be taken to cover Christmas day, Boxing Day & New Year's Day) (Pro Rata)
• Excellent on the job training and on-going core skills development
• Life insuranceand access to a company pension scheme (after qualifying period)
• Exclusive staff discounts at holiday, leisure & other retailers,so you can buy and do the things you love for less
• An employee assistance programme to ensure your wellbeing
• A shuttle bus from the local train stations directly to our office (please note this does not cover all shifts)
• Monthly employee-voted awards to recognise your achievements
• Unique career opportunities
• A chance to work as part of a great team in a rewarding role
• Fantastic facilities at our Datchet office including on-site gym
• Breakfast Club

• Credit checks will be undertaken on all successful candidates. Any CCJ’s, bankruptcies or IVA’s must be declared at interview stage and proof that payment plans are in place will be required
• You will need a quiet and comfortable ergonomic workstation when working remotely
• Full availability during training required, Monday to Friday 9am-6pm and a willingness to work hybrid upon sign off from line manager, with a minimum of 2 days on site at our Datchet location on a ongoing basis.

Diversity & Inclusion Statement

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.