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- 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 employee car discounts.
- Why this job: Make a real difference by helping customers feel heard and valued.
- Qualifications: Experience in customer service and complaints handling is essential.
- Other info: Dynamic workplace with opportunities for personal growth and teamwork.
The predicted salary is between 28800 - 48000 £ per year.
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, discounted vehicles
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
Complaints Advisor in Coventry employer: Oakley Recruitment
Contact Detail:
Oakley Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Advisor in Coventry
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling complaints, it's crucial to demonstrate your ability to communicate clearly and empathetically. Role-play common scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Prepare some examples of how you've successfully resolved complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will show the interviewers that you have the experience and skills they're looking for.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Complaints Advisor in Coventry
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Advisor role. Highlight your experience in customer service and complaints handling, showing how you align with our values of empathy and support.
Showcase Your Communication Skills: Since excellent communication is key for this role, use clear and professional language in your written application. We want to see how you can convey information effectively, just like you would with customers.
Be Organised and Detail-Oriented: Demonstrate your organisational skills by presenting your application neatly. Pay attention to detail, as this reflects your ability to manage a busy caseload and meet deadlines, which is crucial for a Complaints Advisor.
Apply Through Our Website: We encourage you to apply directly through our website. This not only streamlines the process but also ensures that your application reaches us quickly and efficiently, so we can get back to you sooner!
How to prepare for a job interview at Oakley Recruitment
✨Know Your Stuff
Before the interview, make sure you understand the company and its values. Familiarise yourself with their approach to customer service and complaints handling. This will help you demonstrate your passion for delivering fair and empathetic resolutions.
✨Showcase Your Communication Skills
As a Complaints Advisor, excellent communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially in challenging situations. Practise articulating your thoughts clearly and professionally, both verbally and in writing.
✨Be Ready to Handle Scenarios
Expect situational questions during the interview. Think about how you would handle specific complaints or difficult customers. Use the STAR method (Situation, Task, Action, Result) to structure your responses and show how you can manage competing priorities calmly.
✨Demonstrate Your Organisational Skills
The role requires managing a busy caseload, so be prepared to discuss how you stay organised under pressure. Share tools or methods you use to track complaints and ensure timely responses, highlighting your attention to detail and ability to meet deadlines.
