Customer Care & Complaints Administrator
Location: High Wycombe (Office-Based)
Salary: £26,000 – £30,000 dependent on experience
Hours: Full-time, Monday to Thursday 8:30am-5:00pm, Friday 8:00am-4:00pm
Permanent Role.
About the Opportunity
We are recruiting on behalf of a well-established manufacturing and e-commerce business seeking a Customer Care & Complaints Administrator to join their team in High Wycombe.This is an excellent opportunity for someone with customer service or complaints-handling experience who enjoys solving problems, supporting customers and driving continuous improvement. You will take ownership of customer complaints and after-sales queries from initial contact through to resolution, ensuring a positive customer experience while helping to identify and prevent recurring issues.
The Role
As the main point of contact for customer complaints and after-sales enquiries, you will work closely with internal teams, warehouse and logistics partners to investigate issues, resolve concerns efficiently and maintain high service standards.
Key Responsibilities
Complaint Handling
- Act as the first point of contact for customer complaints received via phone, email, website, live chat and online marketplaces.
- Accurately log complaints, including order details, photographs and supporting evidence.
- Investigate issues with internal departments, including production, warehouse and sales teams.
- Agree and implement suitable resolutions, including replacements, returns, credits and refunds.
- Keep customers informed throughout the process and ensure cases are resolved within agreed timescales.
- Produce professional, empathetic and solution-focused written responses.
Delivery & Logistics Support
- Manage late, lost or damaged deliveries.
- Liaise with courier partners regarding claims and investigations.
- Arrange returns, collections and replacement deliveries.
Returns & Refunds
- Process approved refunds and customer credits through relevant payment systems.
- Handle marketplace returns, disputes and feedback within required deadlines.
Customer Support
- Assist customers with after-sales enquiries, including order updates, product guidance and general support.
- Support colleagues with inbound calls and shared inbox management during busy periods.
Quality & Continuous Improvement
- Record complaints and non-conformances in line with quality procedures.
- Track corrective actions through to completion.
- Produce monthly reports covering complaint volumes, causes, costs and resolution times.
- Identify recurring issues and recommend improvements to products, packaging, processes or customer information.
What We’re Looking For
Essential Skills & Experience
- Previous experience in customer service, customer care or complaints handling.
- Excellent telephone manner and confidence dealing with challenging situations professionally.
- Strong written communication skills with a high standard of English.
- Excellent organisational skills and attention to detail.
- Ability to manage multiple cases simultaneously.
- Good working knowledge of Microsoft Office and customer management, order processing or ticketing systems.
- A proactive, problem-solving approach with a focus on identifying root causes.
Desirable
- Experience within manufacturing, e-commerce or trade supply environments.
- Experience using online marketplace seller tools.
- Knowledge of online payment platforms.
- Experience managing courier claims.
- Awareness of quality management systems or non-conformance processes.
What’s on Offer
- Competitive salary of £26,000 – £30,000 depending on experience.
- Full training on products, systems and processes.
- Opportunity to join a successful, established business with a strong customer-focused culture.
- Varied and rewarding role with real responsibility and ownership.
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