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Customer Complaints Advisor
Job Posted: 3 hours ago
Salary: £ 31,000 - 31,000 / Annum
Job Type: Permanent
Location: Braintree, Essex
Expire in: a month
Job Description
Location: Braintree
Hours: Full-time, permanent – 40 hours per week, Monday to Sunday rota
Shifts:
* 8:00am – 5:00pm
* 9:00am – 6:00pm
What You’ll Be Doing
* Delivering outstanding customer service while understanding business impact
* Handling customer complaints from start to finish, restoring confidence and satisfaction
* Responding to and resolving complaints and online reviews autonomously
* Replying to reviews in a positive, constructive tone that reflects company values
* Negotiating fair resolutions for both the customer and the business
* Managing written complaints and ensuring responses meet SLA deadlines
* Liaising with the BHTA for additional support when required
* Completing legal paperwork for escalated complaints
* Monitoring complaints and support inboxes, responding via phone or email
* Completing admin tasks to support the wider customer experience team
* Accurately documenting all interactions and identifying improvement opportunities
* Preparing reports for management
What We’re Looking For
* Previous Customer Complaints or Customer Service experience (preferred)
* Strong written communication skills with the ability to craft clear, concise responses
* A calm, professional phone manner and the ability to turn around challenging conversations
* Excellent attention to detail and confidence to use your initiative
* Highly organised, punctual, and able to work well under pressure
* Must have a valid driving license and be able to drive to the site daily
What You’ll Receive in Return
* Salary up to £31,000 per annum
* 32 days annual leave (including bank holidays), with additional days for length of service
* 24/7 Employee Assistance Programme for confidential support
* Access to an exclusive staff benefits platform – discounts, Cycle-to-Work scheme & more
* Free on-site parking & annual flu jabs
* 25% staff discount on products
If you’re passionate about delivering exceptional customer experiences and want to be part of a supportive, purpose-driven team, we’d love to hear from you!
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