At a Glance
- Tasks: Resolve customer complaints with empathy and professionalism while enhancing the overall customer experience.
- Company: Join a dynamic team at a leading company focused on exceptional customer service.
- Benefits: Enjoy a competitive salary, generous holiday, and great discounts to support your lifestyle.
- Other info: Hybrid working model with opportunities for personal and career development.
- Why this job: Make a real difference by helping customers and improving their experiences every day.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 26227 - 26227 £ per year.
About The Role
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 play an important role in strengthening relationships, building trust, and helping shape better outcomes for our customers and the business. The Customer Complaints Advisor vacancy is a full time position, Monday to Friday, and is on a hybrid basis, with a mix of office and home based working. This role is a 12 month Fixed Term Contract.
Key responsibilities
- Delivering a confident, empathetic service in every customer interaction, building rapport quickly and adapting to customer needs, through all communication channels (including teams)
- Using active listening and questions to uncover true customer requirements and setting 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
- Maintaining accurate CRM records (C4C), resolving issues efficiently and navigating internal systems
- Aiming for First Time Right outcomes to reduce repeat contact, using feedback to improve future interaction
- Partnering with Sales, Supply Chain, and Strategic teams, supporting service enhancements and piloting initiatives
- Actively seeking feedback and coaching whilst owning your personal development plans
- Contributing positively to team culture and goals
Benefits
- Competitive salary of £26,227.50 plus Bonus
- 32 days holiday inclusive of bank holidays
- Opportunity to purchase 5 additional days 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 huge range of discounts to help with cost of living via Perkbox plus Employee Discount on Arco products
- Free, 24-hour access to our Employee Assistance Programme
- Health Cash Plan where we’ll reimburse up to 100% of everyday healthcare costs
- Access to our Learning Management System, to support your personal and career development
- Long-term service awards – we’re proud to have employees who have worked for us for 40 years
Ideal candidate
- Demonstrated experience in a customer service or complaints handling role
- Experienced 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
Customer Complaints Advisor employer: Arco Ltd
Arco Ltd is an excellent employer, offering a dynamic work environment in Hull where innovation meets collaboration. With a strong focus on employee growth, we provide comprehensive training and development opportunities alongside a competitive salary and generous benefits package, including 32 days of holiday and a health cash plan. Join us to be part of a team that values your contributions and fosters meaningful relationships within the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Advisor
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with customers and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your active listening skills! During interviews, make sure to really listen to the questions being asked and respond thoughtfully. This shows that you can empathise with customers and understand their needs, which is key for a Customer Complaints Advisor.
✨Tip Number 3
Prepare some examples of how you've handled customer complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your problem-solving skills and ability to build trust with customers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Complaints Advisor
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for delivering exceptional customer experiences shine through. We want to see how you can make every interaction count and leave a positive impression on our customers.
Be Specific About Your Experience:Highlight your previous roles in customer service or complaints handling. Share specific examples of how you've resolved issues with empathy and professionalism, as this will show us you're the right fit for our team.
Tailor Your Application:Make sure to customise your application to reflect the key responsibilities mentioned in the job description. We love seeing candidates who take the time to align their skills with what we’re looking for!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Arco Ltd
✨Know Your Customer Service Basics
Brush up on your customer service principles, especially around empathy and active listening. Be ready to share examples of how you've handled complaints in the past, focusing on how you built rapport and resolved issues.
✨Familiarise Yourself with CRM Tools
Since the role involves using CRM systems like SAP C4C, make sure you understand how these tools work. If you have experience with similar systems, be prepared to discuss how you used them to manage customer interactions effectively.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of specific situations where you turned a negative customer experience into a positive one, and be ready to explain your thought process.
✨Show Your Team Spirit
This role is all about collaboration, so highlight your ability to work cross-functionally. Share examples of how you've partnered with other teams to enhance customer experiences or resolve complex issues, demonstrating your commitment to team culture.
