Customer Complaint Resolution Handler

Here at Culligan UK Ltd we have developed a culture of putting our customers at the heart of everything we do and that has been vital in driving us to becoming the UK's leading specialists at providing drinking water solutions. As a Complaints and Resolution Agent, you will play a key role in delivering exceptional customer service within our call centre environment. You will take ownership of customer complaints, managing cases from initial contact through to resolution whilst working across departments to identify solutions & improvement opportunities. This role requires excellent communication skills, the ability to handle challenging situations empathetically, and a commitment to delivering fair, timely, and effective outcomes.

Core Role & Responsibilities:

• 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.

Requirements:

• Proven track record of delivering outstanding customer service, ideally in a call centre or complaint-handling environment.
• Demonstrated 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.

Benefits:

• 23 Days Holiday + Bank Holidays
• Company Pension Scheme
• Company Sick pay (after qualifying period)
• Cycle to Work Scheme Available
• Employee Reward & Discount Platform
• 24/7 access to Employee Assistance Program through Health Assured
• Access to on-going learning and development via our online learning platforms
• Onsite parking available
• Life Assurance Scheme