At a Glance
- Tasks: Resolve customer complaints and manage escalated cases with a focus on service recovery.
- Company: Join Kohler Mira, a leader in innovative shower products and customer service.
- Benefits: Competitive salary, bonuses, career growth, and a supportive work environment.
- Other info: Dynamic team culture with opportunities for personal and professional development.
- Why this job: Be the voice of the business and make a real difference for customers.
- Qualifications: Strong communication skills and experience in customer service required.
The predicted salary is between 28000 - 28000 £ per year.
Salary £28k + company bonus. Designing award‐winning products for our market‐leading brands – Mira Showers and Rada – is our lifeblood. We focus on investment in the best technology and resources available and invest in each individual. Beyond our factories in Cheltenham or Hull, each service engineer or customer service team member shares these values.
In this role you will be part of the Kohler Mira community – a collaborative, forward‐focused team that delights our customers and develops innovative products and services.
The Complaints and Claims Advisor is a key member of the Customer Service Team where you will be the voice of the business, providing solutions to meet customer needs. Most interactions are completed over the phone and by email. You will be responsible for managing and resolving escalated customer complaints, especially those involving serious incidents such as property damage or personal injury, and act as a key point of contact for both internal associates and affected customers.
Basic Function- Handle escalated customer complaints with a focus on resolution and service recovery.
- Manage Site Investigation (SI) cases involving property damage (e.g., leaks, fire, smoke) or personal injury.
- Complete SI Incident Checklists and raise Work Orders in Salesforce, ensuring accurate recording and documentation with timely follow‐up.
- Maintain clear and accurate records of all investigations, communications, and outcomes.
- Report findings and case progress to relevant internal stakeholders.
- Liaise with internal teams to coordinate investigations, service visits and outcomes.
- Communicate proactively with customers throughout the investigation process.
- Support financial claims resolution, including raising payments and working with insurers and legal teams.
- Collaborate with technical experts to understand root causes and contribute to final reports and recommendations.
- Identify patterns in incidents to support early warning systems and continuous improvement.
- Strong communication and customer service skills, especially in high‐stress or sensitive situations.
- Excellent record‐keeping and reporting abilities.
- Attention to detail and ability to manage complex case documentation.
- Collaborative mindset with experience working across departments.
- Understanding of GDPR and data protection when handling customer information.
- Ability to remain calm and solution‐focused during challenging interactions.
- Self‐motivated decision maker.
- Solution driven with an emphasis on matching business outcomes to customer needs.
- Desire to collaborate across Customer Service functions and with the wider organisation.
- Demonstrated understanding of Mira's products and the end‐to‐end service process.
- Basic understanding of consumer law in relation to product‐related issues and customer complaints.
- Computer literacy: competent in Salesforce, SAP, Microsoft Outlook, Word, and Excel. Familiarity with Riskonnect is advantageous.
We can offer you a lot in return! We empower each associate to BecomeMoreAtKohler with a competitive total rewards package that supports health and wellbeing, career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.
About Us: In the UK, Kohler Mira Ltd. is made up of three market‐leading brands: Mira Showers, Rada Controls, and Recoup. We are committed to diversity and inclusion and are an equal opportunities employer. If you require adjustments during the recruitment process, please contact talentacquisitionuk@kohler.com. As an equal opportunities employer, it is Kohler Mira's policy to recruit, hire, and promote qualified people in all job classifications without prejudice.
Complaints and Claims Advisor in Cheltenham employer: Kohler Co.
Kohler Mira is an exceptional employer that prioritises the growth and wellbeing of its employees, offering a competitive salary and bonus structure alongside a comprehensive rewards package. With a strong commitment to innovation and collaboration, the company fosters a diverse and inclusive work culture where every team member is empowered to contribute to meaningful customer solutions. Located in Cheltenham or Hull, employees benefit from a supportive environment that encourages professional development and values each individual's contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints and Claims Advisor in Cheltenham
✨Tip Number 1
Get to know the company! Research Kohler Mira and their products like Mira Showers and Rada. Understanding their values and mission will help you connect during interviews and show that you're genuinely interested in being part of their community.
✨Tip Number 2
Practice your communication skills! As a Complaints and Claims Advisor, you'll need to handle sensitive situations with ease. Role-play common scenarios with friends or family to build your confidence and refine your approach.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues or improved processes. Be ready to share these stories in your interview to demonstrate your solution-driven mindset.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and keen to join the Kohler Mira team. Don’t miss out on this opportunity!
We think you need these skills to ace Complaints and Claims Advisor in Cheltenham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints and Claims Advisor role. Highlight your communication skills and experience in handling customer complaints, as these are key to the job. We want to see how you can bring your unique flair to our team!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've successfully resolved customer issues in the past. We love candidates who can think on their feet and come up with solutions, especially in high-stress situations. Let us know how you’ve made a difference!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate well-organised applications that make it easy for us to see your qualifications and experiences at a glance.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it shows you’re keen to join the Kohler Mira community!
How to prepare for a job interview at Kohler Co.
✨Know Your Stuff
Before the interview, make sure you understand Kohler Mira's products and services inside out. Familiarise yourself with their customer service approach and how they handle complaints. This will show that you're genuinely interested and prepared to be the voice of the business.
✨Showcase Your Communication Skills
As a Complaints and Claims Advisor, strong communication is key. Prepare examples of how you've successfully resolved customer issues in the past, especially in high-stress situations. Practising these scenarios can help you articulate your experience clearly during the interview.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you approach problem-solving. Think of specific instances where you identified root causes of issues and implemented solutions. This will highlight your solution-driven mindset and ability to remain calm under pressure.
✨Understand the Importance of Documentation
Since record-keeping is crucial for this role, be prepared to talk about your experience with documentation and reporting. Mention any tools you've used, like Salesforce or Excel, and how you ensure accuracy and clarity in your records.
