Complaints Resolution Advisor

Who are we?

Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers while minimizing the impact on the environment.

As a Complaints Resolution Agent, you will play a key role in delivering exceptional customer service within our call center environment. You will take ownership of customer complaints, managing cases from initial contact through to resolution. This role requires excellent communication skills, the ability to handle challenging situations empathetically, and a commitment to delivering fair, timely, and effective outcomes. You will work closely with other departments to identify solutions, support continuous improvement, and help maintain our reputation for customer-focused service.

What this role involves:

• Handle inbound calls from customers with complaints or service issues, ensuring all interactions meet high standards of professionalism and empathy.
• Manage your own caseload, taking full ownership of complaints from initiation to resolution.
• Make outbound calls to customers to gather information, provide updates, and deliver resolutions.
• Collaborate effectively with other departments to investigate, identify, and implement solutions for customer issues.
• Respond professionally to social media comments, Trustpilot reviews, and other public feedback channels.
• Provide clear, concise, and well-documented case notes and written responses, ensuring all records meet company standards.
• Deliver detailed feedback on complaint trends and individual cases to support service improvements and business strategy.
• Prioritise and manage multiple tasks and cases simultaneously, ensuring timely resolution in line with service level agreements.
• Contribute to the continuous improvement of the complaints process and the overall customer experience.

What we’re looking for:

• Proven track record of delivering outstanding customer service, ideally in a call centre or complaint-handling environment.
• Ability to handle challenging conversations and situations in a clear, empathetic, and conciliatory manner.
• Excellent oral and written communication skills, with high standards of grammar and attention to detail.
• Strong ability to negotiate and influence to achieve fair outcomes for customers and the business.
• Ability to prioritise a diverse and competing workload effectively, maintaining focus and accuracy under pressure.
• Competence in using Microsoft Office tools, including basic skills in Excel and Word.
• Strong knowledge of IFS and Service Cloud systems.
• Ability to work independently with minimal supervision while also being an effective team player.

• Demonstrated ability to identify, suggest, and implement improvements to business processes and customer strategy.
• Experience providing detailed feedback and reporting on complaint trends and case outcomes.
• Prior experience in responding to social media and public customer review platforms.
• Familiarity with CRM tools and other customer service technology beyond IFS and Service Cloud.
• Exposure to cross-departmental collaboration on complex case resolutions.

What we can offer:

• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance