Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Handle customer complaints and ensure a positive experience for all clients.
- Company: Join Pimlico Plumbers, London's largest independent servicing company with a strong reputation.
- Benefits: Competitive pay, career growth opportunities, and a supportive team environment.
- Why this job: Be the voice of our customers and make a real difference in their experience.
- Qualifications: Experience in customer service and strong problem-solving skills are essential.
- Other info: Dynamic role with opportunities to enhance your communication and conflict resolution skills.
The predicted salary is between 28800 - 43200 £ per year.
At Pimlico Plumbers, we are leaders in driving sales through top-tier customer service. As part of the Neighbourly family, we now have even more resources and broader opportunities for career growth in the service industry.
As the primary point of contact for customer complaints, the Customer Service Assistant is essential in safeguarding the company’s reputation and ensuring a positive customer experience. You are responsible for managing complaints professionally and efficiently, while maintaining high standards of service.
ExperiencePrevious experience in a customer-facing role with a strong emphasis on handling and resolving customer complaints is essential. Candidates should demonstrate the ability to manage challenging situations calmly and professionally, ensuring timely and effective resolution that maintains customer satisfaction. Experience using complaint management systems and following escalation procedures is highly desirable.
Complaint Logging and Documentation- Accurately log and document customer complaints received via phone and email.
- Record all relevant details, including the nature of the issue, customer information, and timestamps.
- Conduct detailed investigations into customer complaints.
- Collaborate with franchisees, internal departments, and line managers to gather necessary information.
- Identify root causes to support effective resolution.
- Maintain proactive communication with customers throughout the resolution process.
- Provide regular updates on progress and expected timelines.
- Manage customer expectations with clarity and empathy.
Take full ownership of each complaint. Ensure timely resolution by taking all necessary actions to meet customer satisfaction. Uphold a high standard of professionalism from initial contact to final resolution.
Customer Satisfaction Assessment- Contact recently serviced customers to assess satisfaction levels.
- Actively seek feedback to identify opportunities for improvement.
- Use insights to enhance service quality.
Engage with customers to encourage positive reviews on platforms such as Google, Trustpilot, and Facebook. Highlight the importance of their feedback in supporting the company’s reputation and growth.
Open & Clear Communication- Customer Focused
- Organised
- Self-Motivated & Hardworking
- Proactive & hands-on
- Team player
- Efficient Complaint Resolution: Resolve all customer complaints within agreed timescales. Demonstrate a strong commitment to effective complaint handling.
- Timely Review Responses: Respond promptly to customer reviews, both positive and negative, on relevant platforms. Use approved response templates to ensure consistency and address concerns within 48 hours.
Customer Complaints Advisor employer: Pimlico Plumbers
Contact Detail:
Pimlico Plumbers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints Advisor
✨Tip Number 1
Get to know the company inside out! Research Pimlico Plumbers and understand their values, services, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Complaints Advisor, you'll need to handle tricky situations with ease. Role-play with a friend or family member to get comfortable with managing complaints and providing solutions.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved customer complaints. Be ready to share these stories during interviews to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining the team at Pimlico Plumbers. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Complaints Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Complaints Advisor role. Highlight your experience in handling customer complaints and any relevant skills that match what we're looking for at Pimlico Plumbers.
Showcase Your Communication Skills: Since this role is all about communication, be sure to demonstrate your ability to communicate clearly and empathetically in your written application. Use examples from your past experiences to show how you’ve effectively managed customer expectations.
Be Detail-Oriented: When logging your experiences, pay attention to detail. Just like you’ll need to accurately document customer complaints, your application should reflect your ability to provide thorough and precise information about your background and achievements.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining our team at Pimlico Plumbers!
How to prepare for a job interview at Pimlico Plumbers
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service principles. Understand how to handle complaints effectively and what strategies work best in resolving issues. Be ready to share examples from your past experiences where you turned a negative situation into a positive outcome.
✨Familiarise Yourself with Complaint Management Systems
Since experience with complaint management systems is desirable, make sure you know the basics of how these systems work. If you’ve used any specific software before, be prepared to discuss it. This shows that you’re not only experienced but also tech-savvy, which is a big plus for the role.
✨Practice Proactive Communication
During the interview, demonstrate your ability to communicate clearly and empathetically. You might be asked how you would keep a customer updated during a complaint resolution process. Think of ways to show that you can manage expectations while keeping the customer informed and satisfied.
✨Showcase Your Team Player Attitude
Pimlico Plumbers values collaboration, so be ready to talk about how you’ve worked with others to resolve complaints or improve service quality. Share specific instances where teamwork led to successful outcomes, highlighting your ability to collaborate with different departments and franchisees.
