Customer Resolutions Advisor

CUBE Consulting; Pentre Maelor; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Training & development

Supportive team culture

Career progression

Benefits package

Job summary

CUBE Consulting is seeking a Complaints & Customer Retentions Advisor to resolve issues with empathy and protect loyalty. You will handle inbound queries, escalated complaints, and retention conversations to ensure customers feel heard and valued.

You will work across phone and email, documenting cases, and collaborating with internal teams to resolve complex issues while upholding compliance and quality standards.

Qualifications

• Experience in complaints handling or customer retention.
• Strong communication and active listening skills.
• Ability to negotiate and influence with empathy.

Responsibilities

• Manage customer complaints from first contact to resolution.
• Investigate issues thoroughly and fairly.
• Deliver clear communication via phone and email.
• Identify retention opportunities and rebuild trust.
• Collaborate with internal teams to resolve complex cases.
• Record accurate case notes and follow compliance processes.
• Turn negative experiences into long-term relationships.

Skills

Strong communication

Active listening

Calm under pressure

Negotiation & influence

Problem-solving

Attention to detail

Tools

CRM systems

Job description

Complaints & Customer Retentions Advisor

Are you a natural problem-solver with a talent for turning challenging conversations into positive outcomes? Do you thrive in a fast-paced environment where your communication skills genuinely make a difference? If so, this could be just the opportunity you are looking for !

About the Role

As a Complaints & Customer Retentions Advisor, you’ll be the voice of our business — supporting customers, resolving issues with empathy and accuracy, and protecting customer loyalty. You’ll handle a mix of inbound queries, escalated complaints, and retention conversations, ensuring every customer feels heard, valued, and supported.

Day to day responsibilities :

• Managing customer complaints from first contact to resolution
• Investigating issues thoroughly and fairly
• Delivering clear, confident communication across phone and email
• Identifying opportunities to retain customers and rebuild trust
• Working closely with internal teams to resolve complex cases
• Recording accurate case notes and following compliance processes
• Turning negative experiences into positive long-term relationships

What We’re Looking For

• Strong communication and active-listening skills
• A calm, professional approach — even under pressure
• Experience in complaints handling, customer service, or retention (preferred)
• Ability to negotiate, influence, and reassure
• Problem-solving mindset with excellent attention to detail
• Confidence using CRM systems and managing case workflows

What You’ll Receive

• Competitive salary of £27-30k DOE
• Full training and ongoing development
• Supportive team culture
• Opportunities for career progression
• Company benefits package

Ready to Make an Impact?

If you’re passionate about delivering exceptional customer experiences and you’re motivated by resolving issues and keeping customers loyal, we’d love to hear from you.