Complaints and Claims Advisor

Salary £28k + company bonus. CLOSING DATE FOR APPLICATIONS FRIDAY 8TH MAY.

Designing award-winning products for our market-leading brands – Mira Showers and Rada - is our lifeblood. We focus on investment, investing in the best technology and resources available and investing in each and every individual. Put simply, it’s who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you’ll instantly see that, no matter our department or location, we all share the same values at Kohler Mira. From day one you’re part of the Kohler Mira community – a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people.

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. As part of the Customer Service Operations Team, you will be required to work closely with your peers to ensure that the best service possible is delivered to our customers. As part of a small team, you will be responsible for managing and resolving escalated customer complaints, particularly those involving serious incidents such as property damage or personal injury. You will act as a key point of contact for both internal associates and affected customers, ensuring their concerns are addressed with empathy, accuracy, and professionalism. Ultimately, your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole Kohler Mira UK product range.

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 (e.g., burns, cuts, scalds).
• 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, including Kohler U.S teams, CPD, SLT, Legal, and Warranty teams.
• Liaise with internal teams including Planning, Engineering, Legal, and Warranty to coordinate investigations, service visits and outcomes.
• Communicate proactively with customers throughout the investigation process, providing updates and outcomes.
• Support financial claims resolution, including raising payments and working with customers, senior management, insurers, solicitors, 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.

Skills/Requirements

• 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 that isn’t afraid to do the right thing.
• Solution driven with an emphasis on matching the right business outcomes to the needs of the customers.
• 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 but not essential.