Hybrid Customer Service & Complaints Specialist

Pertemps Redditch Industrial; Redditch; Hybrid; GBP 17,000 - 19,000; Full time

Benefits offered by this job

Structured shift rota

Supportive team environment

Training and development opportunities

Job summary

Pertemps Redditch Industrial is recruiting for a Customer Service/Complaints Advisor in Redditch. The role is hybrid with office attendance required 1-2 days per week. The salary is £12.71 per hour and the job is full-time with a 1 in 3 weekends rota.

Shifts run across a rotational pattern between 8:00am and 8:00pm. You will handle high volumes of calls and emails, resolve complaints professionally, log interactions, and work with internal teams to ensure timely resolution.

Qualifications

• Experience in a fast-paced call centre environment.
• Experience handling complaints via phone and email.
• Strong written and spoken communication skills.
• Proficient with CRM/case management systems.

Responsibilities

• Handle inbound and outbound customer calls in a fast-paced call centre environment.
• Respond to customer complaints, cases and queries via phone and email.
• Investigate complaints thoroughly and provide clear, professional resolutions.
• De-escalate challenging situations with empathy and professionalism.
• Accurately log all interactions and maintain detailed case notes on internal systems.
• Meet performance targets including response times, quality standards, and SLAs.
• Escalate complex or high-risk complaints where necessary.
• Work collaboratively with internal teams to ensure timely issue resolution.

Skills

Call centre experience

Complaint handling

Written & verbal communication

CRM systems

Email & phone support

Tools

CRM software

Job description

Pertemps Redditch Industrial is recruiting for a Customer Service/Complaints Advisor in Redditch. The role is hybrid with office attendance required 1-2 days per week. The salary is £12.71 per hour and the job is full-time with a 1 in 3 weekends rota.

Shifts run across a rotational pattern between 8:00am and 8:00pm. You will handle high volumes of calls and emails, resolve complaints professionally, log interactions, and work with internal teams to ensure timely resolution.