Customer Service / Call Centre Advisor

Customer Service/Complaints Advisor

Location: Redditch (Hybrid Working – Office Attendance Required 1-2 Days Per Week)

Salary: £12.71 per hour

Job Type: Full-Time

Working Pattern: 1 in 3 weekends (rota basis)

Shift Times (Rotational Split Shifts):

• 8:00am – 4:15pm
• 9:45am – 6:00pm
• 11:45am – 8:00pm

About the Role

We are currently recruiting for an experienced Customer Service/Complaints Advisor to join a busy and fast-paced contact centre team. This role requires a confident and resilient individual who has previously handled high volumes of complaints and customer queries via both telephone and email.

Key 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 & Experience Required

• Previous experience in a fast-paced call centre environment
• Experience handling social media complaints and responding to customer queries professionally
• Confident managing high volumes of calls and email correspondence
• Strong written and verbal communication skills
• Excellent problem-solving and conflict resolution abilities
• Resilient, calm under pressure, and customer-focused
• Good IT skills and experience using CRM or case management systems
• Flexible to work rotational shifts and 1 in 3 weekends

What’s on Offer

• £12.71 per hour
• Structured shift rota
• Supportive team environment
• Ongoing training and development opportunities

If you have strong complaints handling experience and thrive in a busy contact centre setting, we would love to hear from you

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