Role Overview
As a Customer Complaints Handler at GSF Car Parts, you’ll be the first point of contact for customers who need support resolving issues with products, services, or orders. Your goal is to deliver fair, timely, and well‑reasoned outcomes while maintaining GSF’s reputation for excellent service.
Key Responsibilities
- Listening to customer concerns — capturing accurate details and understanding the root of the issue.
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Investigating complaints — working with internal teams such as branches, warehouse operations, and customer service to gather information.
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Providing clear resolutions — offering fair, policy‑aligned outcomes and explaining decisions confidently.
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Maintaining detailed records — logging interactions, actions taken, and final outcomes in internal systems.
Identifying recurring issues — spotting trends and recommending improvements to processes, communication, or service delivery. -
About You
Skills & Experience Needed
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Previous complaints handling experience — ideally in retail, automotive, or customer service environments.
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Strong communication skills — able to explain decisions clearly and professionally.
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Active listening and empathy — essential when dealing with frustrated or distressed customers.
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Problem‑solving abilities — confident in analysing information and making fair decisions.
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Attention to detail — ensuring accuracy in investigations and documentation.
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Good organisational skills — managing multiple cases and prioritising effectively.
What Success Looks Like in This Role
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Customers feel heard, respected, and supported.
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Complaints are resolved efficiently and fairly.
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Internal teams trust your judgement and communication.
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Patterns in customer issues are identified early and escalated appropriately.
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Records are accurate, complete, and compliant with company standards.
- 28 days annual leave, including bank holiday and opportunity to increase annual leave for time served
- Online employee discount scheme including big discounts to local cinemas, theme park attractions, major retailers and much more
- Healthcare cash plan
- Company pension
- Internal Development Programmes
- Career progression opportunities
About Us
