Customer Service & Complaints Handler

Focus Resourcing; Brentwood; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Pension

Parking

Job summary

Focus Resourcing in Brentwood is seeking a Customer Service, Complaints Handler to join our established client on a temporary-to-permanent basis. The role involves handling customer queries and complaints from initial contact through to resolution, with a focus on proactive communication and timely updates.

The position requires a calm, proactive individual who can work with planners, supervisors and operations teams to identify root causes and implement corrective actions.

Qualifications

• Experience in customer service, complaints handling or customer care roles.
• Excellent verbal and written communication skills.
• Strong organisational skills with ability to manage multiple cases.

Responsibilities

• First point of contact for customer queries
• Manage customer queries and complaints from initial contact through to resolution
• Keep customers informed with clear, accurate and timely updates
• Proactively contact customers to arrange and confirm upcoming appointments
• Investigate customer concerns by working with planners, supervisors and operational teams
• Identify root causes of complaints and support corrective actions
• Escalate complex or high-risk issues where appropriate
• Maintain accurate records using CRM and scheduling systems
• Produce reports on complaint trends and support continuous improvement initiatives
• Work with internal teams to deliver excellent customer service and meet targets

Skills

Customer service

Complaint handling

Communication

CRM

Organisational skills

Microsoft Office

Tools

CRM system

Microsoft Office

Job description

Customer Service, Complaints Handler required to join our established client on a temp to perm basis asap. Hourly rate is based on a salary of between £26,436 - £28,000. Candidates who prefer a micro-managed environment will not be right for this role. The position is ideal for an individual who is not afraid to ask questions, works to their own initiative, and is confident to get stuck in. Hours of work will be Monday - Friday, 8.00am - 5.00pm.

Duties:

• First point of contact for customer queries
• Manage customer queries and complaints from initial contact through to resolution
• Keep customers informed with clear, accurate and timely updates
• Proactively contact customers to arrange and confirm upcoming appointments
• Investigate customer concerns by working closely with planners, supervisors and operational teams
• Identify root causes of complaints and support corrective actions
• Escalate complex or high-risk issues where appropriate
• Maintain accurate records using CRM and operational systems
• Produce reports on complaint trends and support continuous improvement initiatives
• Work collaboratively with internal teams to deliver excellent customer service and meet performance targets

Benefits:

• £26,436 - £28,000 per annum
• Pension
• Parking

Experience required:

• A car driver is essential due to the office location
• Previous experience in a customer service, complaints handling or customer care role is highly desirable
• Excellent verbal and written communication skills
• Strong organisational skills with the ability to manage multiple cases simultaneously
• Confident investigating issues and finding practical solutions
• A calm, professional and empathetic approach when dealing with customers
• Good IT skills, including Microsoft Office; CRM or scheduling system experience is desirable
• Ability to work effectively within a fast-paced operational environment