At a Glance
- Tasks: Resolve complex customer complaints and deliver exceptional service.
- Company: Join Miele, a world leader in premium appliances with a family company ethos.
- Benefits: Competitive salary of £28,000 plus a 5% bonus and comprehensive benefits.
- Other info: Flexible working hours and opportunities for personal growth in a supportive team.
- Why this job: Make a real impact by enhancing customer experiences and driving resolutions.
- Qualifications: Customer-focused problem solver with strong investigative and communication skills.
The predicted salary is between 14.36 - 14.36 £ per hour.
Both full-time (37.5 hours over 5 days) and part-time opportunities are available – please express your preferred hours and working pattern in your application.
Location: (Until Mid-2026) Abingdon / (Permanent Location) Reading – a short walk from Reading Station.
Salary: £28,000 + 5% annual bonus (For 37.5 hours per week)
As a Customer Resolutions Expert, you will be responsible for resolving complex and escalated customer complaints, delivering fair outcomes and exceptional service. Working closely with cross-functional teams, you will investigate issues, identify root causes, and drive lasting resolutions that enhance the customer experience aligned to Miele’s premium brand reputation.
Who are we? Miele is a world leader in the production of premium domestic and commercial appliances. At Miele, we take immense pride, not only in the quality of our appliances but all aspects of customer services. Since being founded in 1899 as a family company, Miele has followed its Immer Besser 'Forever Better' brand promise.
We're looking for an experienced and customer-focused complaints professional with a proven track record of managing complex, high-profile customer issues. The successful candidate will provide support to our contact centre and have strong case management skills with sound judgement, enabling them to investigate complex cases thoroughly, make fair and balanced decisions, and deliver positive customer outcomes.
- Complaint Resolution: Take ownership of complex, high-risk, and executive-level complaints from escalation through to resolution, delivering fair, customer-focused outcomes.
- Investigation & Decision Making: Conduct comprehensive investigations, assess evidence, identify root causes, and recommend appropriate resolutions.
- Customer Communication: Provide proactive, professional, and empathetic communication throughout the complaint journey, keeping customers and stakeholders informed.
- Cross-Functional Collaboration: Partner with field teams and support functions to coordinate service recovery activities and achieve timely resolution.
- Case Management: Maintain complete and accurate case records within CRM and case management systems, ensuring all actions and decisions are fully documented.
- Risk & Compliance Management: Identify and escalate policy, legal, regulatory, and brand risks, ensuring complaints are managed fairly and in line with company standards.
- Continuous Improvement: Analyse recurring issues and failure points, using root cause insights to support service improvements and reduce repeat complaints.
What will you bring? Ideally you are a customer-focused problem solver with a passion for delivering exceptional service and resolving complex issues. Confident managing difficult conversations and high-profile complaints, you combine strong investigative skills with sound judgement to achieve fair and balanced outcomes. You are highly organised, able to manage multiple priorities, and thrive when working collaboratively across departments to find solutions. With excellent written and verbal communication skills, you build trust with customers and stakeholders alike while maintaining a keen eye for detail and compliance. Most importantly, you are committed team player with a focus on doing the right thing for the customer while protecting and enhancing Miele's premium brand reputation.
What we offer: We offer a full-time salary of £28,000 (£14.36 per hour) plus an evolving pay, bonus of up to 5% of salary and benefits package. We want you to feel you can join a team where we will help you reach your potential, be respected, and perform at your best. This role is office based and your hours of work are 37.5 hours for full-time or a relevant variation for part-time roles. You may be asked to work flexibly within these hours and days to accommodate the operational requirements of the business. Initially, your hours of work will be arranged between the hours of 08.00 and 17.30 Monday to Friday.
Travel to Abingdon: We recognise that for colleagues who have an accessible commute to Reading may find travel to our current Abingdon HQ a challenge. As part of the recruitment process, we would be happy to explore arrangements that would support in making the journey to our Abingdon site temporarily until we fully transition to Reading.
Salary: £28,000 per annum
Agent Service Business Support in Abingdon employer: Miele
Miele is an exceptional employer that fosters a high-performing finance culture, offering strategic leadership opportunities in the vibrant location of Abingdon, England. Employees benefit from a collaborative work environment that encourages professional growth and development, alongside competitive compensation and benefits. Joining Miele means being part of a prestigious brand committed to innovation and excellence, where your contributions directly influence business performance across multiple regions.
StudySmarter Expert Advice🤫
We think this is how you could land Agent Service Business Support in Abingdon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Miele. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Miele before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Agent Service Business Support in Abingdon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Miele:Your cover letter is your chance to shine! Tell us why you want to work at Miele specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Miele!
How to prepare for a job interview at Miele
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
