Senior Customer Complaints Coordinator

Civic Recruitment Limited; Walsall; On-site; GBP 28,000 - 41,000; Part time

Job summary

Civic Recruitment Limited in Walsall, United Kingdom, is seeking a Senior Customer Complaints Coordinator on a 4-month contract. You will manage a high-volume caseload of customer complaints, delivering fast, accurate, and compliant resolutions within SLA guidelines.

The role requires exceptional attention to detail, strong multitasking, prioritisation, and effective communication across multiple channels in a regulated environment. A dynamic, target-driven environment is expected.

Qualifications

• Fast-paced, high-volume complaints or customer service experience.
• Experience delivering compliant outcomes under SLAs.
• Experience in regulated environments is desirable.

Responsibilities

• Handle and resolve up to 100 customer enquiries/complaints per day in line with SLA requirements.
• Deliver accurate, compliant, high-quality resolutions within tight deadlines.
• Manage a high-volume caseload, ensuring cases are tracked, progressed, and closed efficiently.
• Prioritise workload to meet competing demands and deadlines.
• Maintain high attention to detail when reviewing and processing cases.
• Provide clear and professional communication to customers across multiple channels.
• Take ownership of complex complaints and escalate when necessary.
• Ensure resolutions comply with regulatory requirements and internal policies.
• Support continuous improvement by identifying trends and process enhancements.

Skills

Attention to detail

Multitasking

Prioritisation

Communication

Resilience

Data handling

Job description

Walsall, United Kingdom

Job Description

Job Title: Senior Customer Complaints Coordinator

Contract Type: 4-Month Contract

Compliance Requirement: Basic DBS Check Required

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Summary

The Senior Customer Complaints Coordinator is responsible for managing a high-volume caseload of customer complaints, ensuring fast, accurate, and compliant resolutions in accordance with service level agreements (SLAs). This role is crucial for maintaining customer satisfaction and requires exceptional attention to detail, strong multitasking abilities, and effective prioritisation skills in a dynamic environment.

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Key Responsibilities

• Handle and resolve up to 100 customer enquiries/complaints per day in line with SLA requirements.
• Deliver accurate, compliant, and high-quality resolutions within tight deadlines.
• Manage a high-volume caseload, ensuring all cases are tracked, progressed, and closed efficiently.
• Prioritize workload effectively to meet competing demands and deadlines.
• Maintain a high level of attention to detail when reviewing and processing cases.
• Provide clear and professional communication to customers across multiple channels.
• Take ownership of complex complaints and elevate where necessary.
• Ensure all resolutions comply with regulatory requirements and internal policies.
• Support continuous improvement by identifying trends and areas for process enhancement.

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Experience Required

• Proven experience in a fast-paced, high-volume complaints or customer service environment.
• Strong track record of managing complex complaints and delivering compliant outcomes.
• Experience working to strict SLAs and daily productivity targets.
• Ability to handle large caseloads efficiently with minimal supervision.
• Experience within a regulated environment is highly desirable.

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Qualifications & Skills

• Exceptional attention to detail and accuracy.
• Strong multitasking, organization, and time management skills.
• Ability to prioritise effectively under pressure.
• Excellent problem-solving and decision-making abilities.
• Strong written and verbal communication skills.
• High level of resilience and ability to thrive in a fast-paced environment.
• Competent in using multiple systems and managing high volumes of data.