OverviewWe’re looking for a Customer Complaints Executive to support a busy Customer Service function by managing customer complaint cases end-to-end, delivering fair and timely resolutions, and ensuring a consistently high-quality customer experience. The role covers cases ranging from light/medium complexity through to sensitive and higher-risk issues, potentially including regulated products (e.g., Insurance).
Key responsibilities
- Respond to customer contacts via phone, email, and web chat in line with policy and procedures.
- Own and manage complaint cases through to resolution in line with service standards.
- Liaise with customers and external partners/suppliers (and where required, regulatory bodies) to investigate issues and agree outcomes.
- Handle urgent/sensitive/high-risk cases, aiming to resolve early and prevent escalation where possible.
- Use sound judgement on when to resolve independently vs. when to elevate for approval/support.
- Provide accurate and complete information using the right tools and processes.
- Meet agreed KPIs, including service levels, case handling targets, and customer satisfaction.
- Ensure documentation and admin steps are completed to meet internal and regulatory requirements.
- Share feedback and improvement ideas to enhance tools, processes, service quality, and efficiency.
Requirements (must-have)
- 1–3 years of relevant experience in a customer service/customer advisor environment (complaints handling preferred).
- High level of English (written and verbal) with strong interpersonal communication skills.
- Confident handling challenging conversations with a calm, empathetic, solutions-focused approach.
- Strong investigative/problem-solving skills and good judgement.
- Ownership mindset: proactive, accountable, and driven toward first-contact resolution.
- Comfortable working to deadlines and service targets in a fast-changing environment.
Nice-to-have
- Experience supporting regulated or high-sensitivity customer cases (e.g., Insurance).
- Familiarity with structured complaint processes and compliance-driven documentation.
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Customer Complaints Executive in Manchester employer: Brookwood Recruitment Ltd
Join a leading global FMCG organisation at the Colworth site, where you will be part of a dynamic R&D team dedicated to innovative food product development. With a strong emphasis on employee growth, this role offers comprehensive training and hands-on experience in a supportive work culture that values collaboration and safety. Enjoy competitive pay and the opportunity to contribute to exciting projects while developing your skills in a practical laboratory environment.
