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Culligan® International

Complaints Resolution Advisor

Wolverhampton Full-Time 24000 - 36000 £ / year (est.) No home office possible

At a Glance

Tasks: Resolve customer complaints and ensure exceptional service in a dynamic call centre environment.
Company: Join Culligan UK, a leader in innovative water solutions with 80 years of world-class service.
Benefits: Enjoy 23 days holiday, a pension scheme, employee discounts, and ongoing learning opportunities.
Why this job: Make a real impact by improving customer experiences while developing your communication and problem-solving skills.
Qualifications: Strong customer service experience, excellent communication skills, and ability to handle challenging situations.
Other info: Full-time entry-level position with opportunities for growth and development.

The predicted salary is between 24000 - 36000 £ per year.

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This range is provided by Culligan UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Who are we?

Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan\’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we\’re committed to delivering state-of-the-art products and water solutions that benefit our customers while minimizing the impact on the environment.

As a Complaints Resolution Agent, you will play a key role in delivering exceptional customer service within our call center environment. You will take ownership of customer complaints, managing cases from initial contact through to resolution. This role requires excellent communication skills, the ability to handle challenging situations empathetically, and a commitment to delivering fair, timely, and effective outcomes. You will work closely with other departments to identify solutions, support continuous improvement, and help maintain our reputation for customer-focused service.

What this role involves:

Handle inbound calls from customers with complaints or service issues, ensuring all interactions meet high standards of professionalism and empathy
Manage your own caseload, taking full ownership of complaints from initiation to resolution
Make outbound calls to customers to gather information, provide updates, and deliver resolutions
Collaborate effectively with other departments to investigate, identify, and implement solutions for customer issues
Respond professionally to social media comments, Trustpilot reviews, and other public feedback channels
Provide clear, concise, and well-documented case notes and written responses, ensuring all records meet company standards
Deliver detailed feedback on complaint trends and individual cases to support service improvements and business strategy
Prioritise and manage multiple tasks and cases simultaneously, ensuring timely resolution in line with service level agreements
Contribute to the continuous improvement of the complaints process and the overall customer experience

What we\’re looking for:

Proven track record of delivering outstanding customer service, ideally in a call centre or complaint-handling environment
Ability to handle challenging conversations and situations in a clear, empathetic, and conciliatory manner
Excellent oral and written communication skills, with high standards of grammar and attention to detail
Strong ability to negotiate and influence to achieve fair outcomes for customers and the business
Ability to prioritise a diverse and competing workload effectively, maintaining focus and accuracy under pressure
Competence in using Microsoft Office tools, including basic skills in Excel and Word
Strong knowledge of IFS and Service Cloud systems
Ability to work independently with minimal supervision while also being an effective team player
Demonstrated ability to identify, suggest, and implement improvements to business processes and customer strategy
Experience providing detailed feedback and reporting on complaint trends and case outcomes
Prior experience in responding to social media and public customer review platforms
Familiarity with CRM tools and other customer service technology beyond IFS and Service Cloud
Exposure to cross-departmental collaboration on complex case resolutions

What we can offer:

23 days\’ holiday + Bank Holidays
Company Pension scheme
Company Sick Pay (after qualifying period)
Cycle to Work scheme available
Employee rewards and discounts
Option to join Health Care Cash Plan
24/7 365-day access to Employee Assistance Programme through Health Assured
Access to on-going learning and development with our online learning platform
Free onsite parking
Life Assurance

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Customer Service
Industries

IT Services and IT Consulting

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