Location
Hybrid – Kemble Court, Reading or Walnut Court, Swindon.

Hours
Monday to Friday, 8 am to 4 pm or 9 am to 5 pm (rotating shift pattern)

Salary
£26,000 to £30,000 per annum depending on skills and experience.

About the Role
We’re looking for a friendly and organised person to join our team as a Complaints Advisor. This is a busy and rewarding role where you’ll support customers by investigating and resolving written complaints and enquiries, while keeping them updated throughout the process. You’ll act as the customer’s main point of contact and work closely with teams across the business to help find the best possible outcomes. Both permanent and fixed-term contracts are available, with the fixed-term contract/secondment opportunity lasting 12 months. You can confirm your preference during the interview stage.

Key responsibilities include managing and resolving written customer complaints and enquiries within agreed timescales, speaking with customers to understand their concerns and keeping them updated, taking ownership of a varied caseload from start to finish, collaborating with teams across the business to investigate issues and agree on resolutions, writing clear and professional customer responses in line with company standards, keeping accurate records and notes of investigations and actions taken, escalating issues when necessary to support timely resolution, and delivering a positive customer experience to help reduce repeat complaints.

Experience
Excellent customer service and communication skills, both written and verbal. Confidence handling difficult conversations calmly and professionally. Strong organisational skills and the ability to manage multiple cases simultaneously. Good problem-solving skills with the ability to take ownership of issues. Experience building relationships with different stakeholders across the business. Comfortable using IT systems and learning new software quickly.

About you
You enjoy helping people, are naturally organised, and confident working in a fast-paced environment. You are proactive, approachable, and committed to delivering excellent customer service.

Qualifications
No specific qualifications are required, but relevant experience and a positive attitude are essential.