Hybrid Customer Care Manager – Complaints & Resolution

Adecco (Portugal); North Warwickshire; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Training and development

Career progression

Supportive team

Job summary

Adecco Group UK & Ireland is recruiting for a Customer Care Manager / Assistant Customer Care Manager (Complaints Handling) in Warwick. The role offers hybrid working and a fixed-term or permanent contract depending on experience.

You will join the Customer Outcomes team to handle and resolve complaints, ensure fair outcomes, and comply with regulations. Manager or Assistant level will be determined by experience.

Qualifications

• Experience in customer service, complaints handling, administration or customer support.
• Excellent communication and organisational skills.
• Strong attention to detail and problem-solving ability.
• Confident using Microsoft Office and CRM systems.
• Ability to manage challenging situations professionally.
• Desirable: complaints handling experience.
• Desirable: experience in a regulated environment.

Responsibilities

• Manage complaints from receipt through to resolution.
• Investigate issues, gather evidence and maintain accurate records.
• Handle customer calls, emails and correspondence professionally and empathetically.
• Draft complaint responses and final outcome letters.
• Ensure compliance with regulatory requirements and service standards.
• Use approved AI tools to support case reviews and correspondence.
• Identify trends and support continuous improvement initiatives.

Skills

Customer service

Complaints handling

Administration

CRM systems

Microsoft Office

Communication skills

Organisational skills

Problem solving

Job description

Adecco Group UK & Ireland is recruiting for a Customer Care Manager / Assistant Customer Care Manager (Complaints Handling) in Warwick. The role offers hybrid working and a fixed-term or permanent contract depending on experience.

You will join the Customer Outcomes team to handle and resolve complaints, ensure fair outcomes, and comply with regulations. Manager or Assistant level will be determined by experience.