Customer Service & Complaints Specialist

Confidential; Essex; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Pension

Parking

Job summary

Confidential, based in Essex, is seeking a Customer Service, Complaints Handler to join on a temp-to-perm basis. The role operates Monday to Friday, 8.00am–5.00pm, with an annual salary range of £26,436–£28,000.

The successful candidate will handle escalations, investigate issues, and maintain CRM records while delivering timely updates to customers. The position emphasizes initiative, proactive problem-solving, and accurate documentation.

Qualifications

• Car driver is essential due to the office location.
• Experience in 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.
• Calm, professional and empathetic approach when dealing with customers.
• Good IT skills, including Microsoft Office; CRM or scheduling system experience is desirable.

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 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.

Skills

Customer service

Complaint handling

Communication skills

Organisational skills

Microsoft Office

CRM experience

Scheduling system

Tools

CRM software

Job description

Confidential, based in Essex, is seeking a Customer Service, Complaints Handler to join on a temp-to-perm basis. The role operates Monday to Friday, 8.00am–5.00pm, with an annual salary range of £26,436–£28,000.

The successful candidate will handle escalations, investigate issues, and maintain CRM records while delivering timely updates to customers. The position emphasizes initiative, proactive problem-solving, and accurate documentation.