Customer Service & Complaints Investigator

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

Benefits offered by this job

Pension

Parking

Job summary

Focus Resourcing Limited in Brentwood is seeking a Customer Service, Complaints Handler on a temp-to-perm basis. Hours: Monday to Friday, 8.00am – 5.00pm, salary £26,436 – £28,000 per year. A car driver is essential due to the office location.

You will be the first point of contact for customer queries, manage complaints through resolution, provide timely updates, and collaborate with planners and teams to identify root causes and support improvement initiatives.

Qualifications

• Candidates with customer service or complaints handling experience are preferred.
• Excellent verbal and written communication skills.
• Strong organisational abilities with the capacity to manage multiple cases.
• Calm, professional, empathetic approach when dealing with customers.
• Driving license and access to a car essential due to office location.

Responsibilities

• Be the first point of contact for customer queries.
• Manage queries and complaints from initial contact through to resolution.
• Keep customers informed with clear, timely updates.
• Proactively contact customers to arrange upcoming appointments.
• Investigate concerns with planners and teams.
• Identify root causes and support corrective actions.
• Escalate high-risk issues when needed.
• Maintain accurate records in CRM and scheduling systems.
• Produce reports on complaint trends and support improvement initiatives.
• Collaborate with internal teams to deliver excellent service and meet targets.

Skills

Customer service

Complaint handling

Communication skills

Organisational skills

MS Office

CRM experience

Tools

CRM

Scheduling system

MS Office

Job description

Focus Resourcing Limited in Brentwood is seeking a Customer Service, Complaints Handler on a temp-to-perm basis. Hours: Monday to Friday, 8.00am – 5.00pm, salary £26,436 – £28,000 per year. A car driver is essential due to the office location.

You will be the first point of contact for customer queries, manage complaints through resolution, provide timely updates, and collaborate with planners and teams to identify root causes and support improvement initiatives.