At a Glance
- Tasks: Handle customer complaints and ensure fair resolutions in a supportive team environment.
- Company: Join a growing organisation in Coventry with a warm and collaborative culture.
- Benefits: Enjoy hybrid working, 28 days holiday, free parking, and private medical insurance.
- Other info: Dynamic workplace with opportunities for personal growth and teamwork.
- Why this job: Make a real difference by helping customers feel heard and valued.
- Qualifications: Experience in customer service and complaints handling is essential.
Oakley Recruitment is working in partnership with an expanding organisation based in Coventry.
This is an excellent opportunity to join the team as a Complaints Advisor on a full-time permanent basis
Culture and Environment You will be working in a friendly and welcoming workplace that is warm, supportive, and fast-paced.
The complaints team is passionate about the customer journey and works collaboratively to ensure every customer feels heard, supported, and valued.
You’ll be surrounded by a team that genuinely cares about doing the right thing and takes pride in delivering positive outcomes, even in challenging situations.
The office environment is open-plan and modern, creating a bright and engaging space where teamwork and communication are encouraged.
Alongside this, you’ll have the opportunity to work within a hybrid model, offering flexibility while still benefiting from the support, energy, and connection of the wider team.
Personality We’re looking for a Complaints Advisor who is passionate about delivering fair, empathetic, and efficient complaint resolutions.
With excellent communication skills, you’ll work effectively with customers, internal teams, and third parties to resolve issues promptly and professionally.
Organised, adaptable, and calm under pressure, you’ll play a key role in maintaining high standards of customer care and contributing to continuous improvement across the customer journey.
- Reward
- Hybrid working 2 days working from home 3 days in the office
- 28 days holiday
- Free parking
- Employee car scheme
- Private Medical Insurance
Job Role
- Handling verbal and written customer complaints
- Investigating complaints thoroughly, identifying risks, and escalating issues when needed
- Applying knowledge of relevant regulations
- Working with internal teams and third parties to resolve issues
- Understanding finance products and explaining outcomes clearly to customers
- Making fair decisions on complaint outcomes
- Communicating professionally and clearly in all written and verbal correspondence
- Managing customer data requests in line with GDPR requirements
- Recording and tracking complaints accurately
- Managing a busy caseload and meeting regulated response times
- Identifying complaint trends and supporting continuous improvement
- Sharing customer insights and suggesting improvements to processes or services
- Supporting and guiding new team members when required
- Providing regular updates to management on workload and complaint status
- Contributing to team targets and business projects that improve the customer journey
Skills and experience
- Previous experience in a customer service role is essential
- Experience in complaints handling
- Strong customer focus with a genuine desire to resolve issues positively
- Excellent verbal and written communication skills
- Confident in making decisions and managing competing priorities
- Skilled in negotiation and handling objections calmly and effectively
- High attention to detail and accuracy
- Organised, with the ability to work under pressure and meet deadlines
- Adaptable and open to change in a dynamic business environment
- Please
Note: We do not contact or write to unsuccessful candidates.
If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful.
By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details.
In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification.
A copy of your passport, birth certificate and NI number will be required, as part of your interview process
Locations
Complaints Handler in Coventry, Whitley employer: Oakley Recruitment Limited
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Contact Details:
Oakley Recruitment Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Coventry, Whitley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oakley Recruitment Limited. 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 Oakley Recruitment Limited 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 Complaints Handler in Coventry, Whitley
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 Oakley Recruitment Limited:Your cover letter is your chance to shine! Tell us why you want to work at Oakley Recruitment Limited 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 Oakley Recruitment Limited!
How to prepare for a job interview at Oakley Recruitment Limited
✨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.
