Customer Service / Call Centre Advisor

Pertemps Redditch Industrial; Redditch; Hybrid; GBP 17,000 - 19,000; Full time

Benefits offered by this job

Structured shift rota

Supportive team environment

Training and development opportunities

Job summary

Pertemps Redditch Industrial is recruiting for a Customer Service/Complaints Advisor in Redditch. The role is hybrid with office attendance required 1-2 days per week. The salary is £12.71 per hour and the job is full-time with a 1 in 3 weekends rota.

Shifts run across a rotational pattern between 8:00am and 8:00pm. You will handle high volumes of calls and emails, resolve complaints professionally, log interactions, and work with internal teams to ensure timely resolution.

Qualifications

• Experience in a fast-paced call centre environment.
• Experience handling complaints via phone and email.
• Strong written and spoken communication skills.
• Proficient with CRM/case management systems.

Responsibilities

• Handle inbound and outbound customer calls in a fast-paced call centre environment.
• Respond to customer complaints, cases and queries via phone and email.
• Investigate complaints thoroughly and provide clear, professional resolutions.
• De-escalate challenging situations with empathy and professionalism.
• Accurately log all interactions and maintain detailed case notes on internal systems.
• Meet performance targets including response times, quality standards, and SLAs.
• Escalate complex or high-risk complaints where necessary.
• Work collaboratively with internal teams to ensure timely issue resolution.

Skills

Call centre experience

Complaint handling

Written & verbal communication

CRM systems

Email & phone support

Tools

CRM software

Job description

Customer Service/Complaints Advisor

Location: Redditch (Hybrid Working - Office Attendance Required 1-2 Days Per Week)

Salary: £12.71 per hour

Job Type: Full-Time

Working Pattern: 1 in 3 weekends (rota basis)

Shift Times (Rotational Split Shifts):

• 8:00am - 4:15pm
• 9:45am - 6:00pm
• 11:45am - 8:00pm

About the Role

We are currently recruiting for an experienced Customer Service/Complaints Advisor to join a busy and fast-paced contact centre team. This role requires a confident and resilient individual who has previously handled high volumes of complaints and customer queries via both telephone and email.

Key Responsibilities

• Handle inbound and outbound customer calls in a fast-paced call centre environment
• Respond to customer complaints, cases and queries via phone and email
• Investigate complaints thoroughly and provide clear, professional resolutions
• De-escalate challenging situations with empathy and professionalism
• Accurately log all interactions and maintain detailed case notes on internal systems
• Meet performance targets including response times, quality standards, and SLAs
• Escalate complex or high-risk complaints where necessary
• Work collaboratively with internal teams to ensure timely issue resolution

Skills & Experience Required

• Previous experience in a fast-paced call centre environment
• Experience handling social media complaints and responding to customer queries professionally
• Confident managing high volumes of calls and email correspondence
• Strong written and verbal communication skills
• Excellent problem-solving and conflict resolution abilities
• Resilient, calm under pressure, and customer-focused
• Good IT skills and experience using CRM or case management systems
• Flexible to work rotational shifts and 1 in 3 weekends

What's on Offer

• £12.71 per hour
• Structured shift rota
• Supportive team environment
• Ongoing training and development opportunities

If you have strong complaints handling experience and thrive in a busy contact centre setting, we would love to hear from you