At a Glance
- Tasks: Investigate and resolve customer complaints, turning challenges into positive outcomes.
- Company: Dynamic telecoms company focused on customer satisfaction.
- Benefits: Competitive salary, annual bonus, comprehensive benefits, and career progression.
- Other info: Join a supportive team and enjoy structured training and ongoing development.
- Why this job: Make a real difference in customer experiences while developing your problem-solving skills.
- Qualifications: Experience in telecoms customer service and strong communication skills.
Location: Altrincham (Fully Office Based)
Salary: £26,228 + Bonus (up to £1,200 per year) + Excellent Benefits
Hours: 37.5 hours per week
Shifts: Monday-Friday between 8am-6pm, plus 1 weekend day every 3 weeks
This is an opportunity for an experienced Complaints Specialist to take ownership of our most complex customer cases, turning challenging experiences into positive outcomes. As a Complaints Specialist, you'll investigate customer complaints and escalations, identify root causes, and deliver fair, thoughtful resolutions that protect both our customers and our reputation. Working closely with teams across the business, you'll play a key role in ensuring every customer receives a professional, empathetic, and effective service.
We're looking for someone who thrives on investigation, enjoys solving complex problems, and is passionate about delivering excellent customer outcomes.
About the Complaints Specialist Role
As part of the Customer Resolutions team, you'll manage a range of customer complaints from initial investigation through to resolution. You'll review customer interactions, gather evidence, liaise with internal departments, and make balanced decisions that are fair, compliant, and customer-focused. No two cases are the same, making this an ideal role for someone who enjoys variety, critical thinking, and taking ownership of challenging situations.
Key Responsibilities of a Complaints Specialist
- Investigate customer complaints and escalations thoroughly and objectively
- Review customer accounts, interactions, and supporting evidence to establish the facts
- Identify root causes and recommend appropriate resolutions
- Communicate outcomes clearly, professionally, and empathetically
- Work collaboratively with internal teams to gather information and drive case resolution
- Maintain accurate records and ensure all complaints are handled within agreed timescales
- Identify recurring trends and contribute to ongoing service improvements
- Deliver fair outcomes that balance customer needs with business requirements
This role could be perfect for you if you:
- Enjoy investigating complex issues and finding the right solution
- Are naturally inquisitive and enjoy getting to the root cause of a problem
- Communicate with empathy, confidence, and professionalism
- Remain calm and objective when dealing with challenging situations
- Take ownership and see cases through from investigation to resolution
- Build strong working relationships across teams
- Are passionate about delivering positive customer outcomes
Essential Experience
- Experience in a telecoms customer service contact centre environment is essential
- Strong written and verbal communication skills
- Excellent problem-solving and decision-making abilities
- Ability to manage multiple cases and prioritise effectively
What's in it for You?
- Competitive salary of £26,228
- Annual bonus opportunity of up to £1,200
- Comprehensive benefits package
- Structured training and ongoing development
- Opportunity to join a supportive and collaborative team
- Genuine career progression opportunities
- The chance to make a real difference to customer experiences every day
If you're an experienced customer service professional with a background in Telecoms and a passion for investigating issues and delivering excellent customer outcomes, we'd love to hear from you. Apply today for this Complaints Specialist role and help us turn challenging customer experiences into positive resolutions.
Complaints Specialist in Altrincham employer: CCA Recruitment Group
Join a dynamic and innovative company as a Business Development Executive in the construction sector, based in Bournemouth. With a hybrid working model, competitive salary, and uncapped commission potential, you'll thrive in a supportive environment that values your contributions and fosters professional growth. Enjoy a strong benefits package, including generous holiday allowances and access to 24/7 GP services, while building long-term partnerships and driving meaningful change in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Specialist in Altrincham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CCA Recruitment Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CCA Recruitment Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Specialist in Altrincham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CCA Recruitment Group:Your cover letter is your chance to shine! Tell us why you want to work at CCA Recruitment Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CCA Recruitment Group!
How to prepare for a job interview at CCA Recruitment Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
