Customer Service Retention Specialist (Complaints)

Certain Advantage; Cheadle; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive business based in Stockport is seeking a dedicated Customer Service Retention Specialist to enhance customer satisfaction through effective complaint resolution. The ideal candidate will have strong communication skills, a customer-first approach, and be able to thrive in a fast-paced environment. This role offers a competitive hourly rate of £12.24 plus bonuses, with a potential earnings OTE of £35,000. Join a supportive team that values your contributions and fosters career growth.

Qualifications

• Previous experience in customer service, preferably in a contact centre environment.
• Highly organised with the ability to manage multiple priorities.
• Empathetic, persuasive, and results-driven.

Responsibilities

• Log all customer complaints accurately and ensure escalation when required.
• Follow up and resolve complaints as needed.
• Actively follow up to ensure timely and efficient resolution.

Skills

Customer service experience

Excellent written communication

Organisational skills

Conflict resolution

Negotiation skills

Tools

CRM software

Job description

Customer Service Retention Specialist (Complaints)

Location: Stockport  •  Type: Temp to perm

Company

Working with a leading automotive business in Stockport, we value our people and support forward‑thinking teams. This is a great opportunity to grow your career.

Role

We’re looking for an enthusiastic and proactive Customer Service Retention Specialist to join the existing complaints team. If you thrive in a fast‑paced environment with strong organisational and communication skills, this role is for you.

Key Responsibilities

• Log all customer complaints accurately and ensure escalation when required.
• Follow up and resolve complaints as needed.
• Handle and organise complaint information through multiple channels and systems.
• Actively follow up to ensure timely and efficient resolution.

Compensation & Shift

£12.24 per hour plus bonus (£25,467); OTE £35,000. Shifts 8:00‑5:00 am and 9:00‑6:00 pm on a rotational basis, with one Saturday 9:00‑1:00 pm (40 hours a week).

Start date: Monday 15th December 2025.

Qualifications

• Previous experience in customer service, preferably in a contact centre environment.
• Excellent verbal and written communication skills.
• Customer‑first approach.
• Highly organised with the ability to manage multiple priorities.
• Comfortable working in a fast‑paced environment.
• Results‑oriented with a proven history of meeting or exceeding sales targets.
• Experience handling objections and turning dissatisfied customers into loyal ones.
• Empathetic, persuasive, and results‑driven.
• Conflict resolution and negotiation skills.
• Attention to detail.
• Capable of working independently and collaboratively within a team.
• Proficient in using CRM software.

Additional Information

We go the extra mile to find the best people for the job. If you can make an impact and grow in a supportive environment, we’ll help you find your fit.