At a Glance
- Tasks: Handle customer complaints and queries in a fast-paced contact centre.
- Company: Join a supportive team in a dynamic hybrid working environment.
- Benefits: Earn £12.71 per hour with ongoing training and development opportunities.
- Other info: Flexible shifts with 1 in 3 weekends, perfect for balancing work and study.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Experience in call centres and strong problem-solving skills required.
The predicted salary is between 25000 - 27000 £ per year.
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. This is a hybrid position; however, candidates must be able to attend the Redditch office at least once or twice per week. Flexibility to work rotational shifts and 1 in 3 weekends is essential.
Key Responsibilities
- Handle inbound and outbound customer calls in a fast-paced call centre environment
- Respond to customer complaints 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
Skills & Experience Required
- Previous experience in a fast-paced call centre environment
- Proven experience handling customer complaints and escalations
- Confident managing high volumes of calls and email correspondence
- Excellent problem-solving and conflict resolution abilities
- 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
- Hybrid working model
- Structured shift rota
- Supportive team environment
- Ongoing training and development opportunities
Customer Service / Complaints Specialist employer: Broughton Group
Join our dynamic team in Redditch as a Customer Service / Complaints Specialist, where we prioritise employee well-being and professional growth. Enjoy a hybrid working model that promotes work-life balance, alongside ongoing training and a supportive team culture that empowers you to excel in your role. With structured shifts and the opportunity to develop your skills in a fast-paced environment, we are committed to making your career both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service / Complaints Specialist
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your responses to common interview questions, especially those related to handling complaints and customer service scenarios. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 3
Dress appropriately for the interview, even if it's hybrid! First impressions matter, so make sure you look professional, whether you're meeting in person or via video call.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a great way to reiterate your interest in the role and remind them of your key strengths. Plus, it shows good manners!
We think you need these skills to ace Customer Service / Complaints Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in customer service and handling complaints. We want to see how you've tackled challenges in the past, so don’t hold back on those examples!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our Customer Service / Complaints Specialist role. Be sure to mention your resilience and problem-solving skills.
Showcase Your Communication Skills:Since this role involves a lot of communication, make sure your application reflects your ability to convey information clearly and professionally. We love candidates who can express themselves well, both in writing and verbally!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Broughton Group
✨Know Your Stuff
Before the interview, brush up on your knowledge of customer service principles and complaint handling. Familiarise yourself with common scenarios you might face in a call centre environment, as well as the specific challenges that come with high volumes of calls and emails.
✨Showcase Your Resilience
This role requires a confident and resilient individual. Be prepared to share examples from your past experiences where you've successfully managed difficult customer interactions or complaints. Highlight how you maintained professionalism and empathy during those situations.
✨Demonstrate Flexibility
Since the job involves rotational shifts and weekend work, be ready to discuss your availability and willingness to adapt. Mention any previous experience working flexible hours and how you manage your time effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
