Customer Complaints Advisor

Are you passionate about delivering exceptional customer experiences, ensuring every interaction leaves a positive impression? We’re looking for proactive and commercially minded Customer Complaints Advisors to join our Customer Experience Team. As a key point of contact for customer concerns, you’ll take ownership of resolving issues with empathy and professionalism, while identifying opportunities to improve the overall customer experience. You’ll help strengthen relationships, build trust, and shape better outcomes for our customers and the business.

The Customer Complaints Advisor role is full-time, Monday to Friday, on a hybrid basis with a mix of office and home-based working.

• Deliver a confident, empathetic service in every customer interaction, building rapport quickly and adapting to customer needs across all channels (including Teams).
• Use active listening and questioning to uncover true customer requirements and set clear expectations on delivery and timelines.
• Investigate, resolve, and report on customer complaints thoroughly and efficiently.
• Identify root causes of issues and work to prevent recurrence.
• Act as an escalation point for complex complaints from customers and colleagues.
• Build strong relationships with customers, regaining trust after negative experiences.
• Maintain accurate CRM records (C4C), resolve issues efficiently, and navigate internal systems.
• Aim for First Time Right outcomes to reduce repeat contact, using feedback to improve future interactions.
• Partner with Sales, Supply Chain, and Strategic teams, supporting service enhancements and piloting initiatives.
• Actively seek feedback and coaching while owning your personal development plans.
• Contribute positively to team culture and goals.

• 32 days holiday inclusive of bank holidays.
• Opportunity to purchase 5 additional days of annual leave each calendar year (subject to qualifying salary).
• 2 fully paid Community Volunteering days every year.
• An excellent pension (up to 8% Arco contribution) and x4 Life Assurance scheme.
• A range of discounts via Perkbox plus Employee Discount on Arco products.
• Free, 24-hour access to our Employee Assistance Programme.
• Health Cash Plan reimbursing up to 100% of everyday healthcare costs.
• Access to our Learning Management System for personal and career development.
• Long-term service awards — recognition for long tenure.

• Demonstrated experience in a customer service or complaints handling role.
• Experience in a B2B or commercial sales setting.
• Solid understanding of customer engagement and relationship management principles.
• Previous use of CRM tools (preferably SAP C4C or similar).
• Familiarity with working in a fast-paced, target-driven environment.
• Excellent communication skills, both verbal and written.
• Experience working cross-functionally with Supply Chain, Sales, or Product teams.

With a proud 140-year legacy, Arco is the UK’s leading safety experts. We are the only integrated safety products and services business, with size and reputation that supports a broad portfolio of satisfied customers. We invest in our people to drive a performance culture and deliver shared success. We value everyone’s unique skills, experience and ideas and strive to create a supportive environment where all colleagues can thrive. If you require any reasonable adjustments or additional support during the recruitment process, please let us know. Be Safe, Be Yourself, Be Your Best.