Customer Service / Call Centre Advisor

Customer Service/Complaints Advisor
Location: Redditch (Hybrid Working – Office Attendance Required 1–2 Days Per Week)
Salary: £12.71 per hour
Job Type: Full-Time
Working Pattern: 1 in 3 weekends (rota basis)
Shift Times (Rotational Split Shifts):
•             8:00am – 4:15pm
•             9:45am – 6:00pm
•             11:45am – 8:00pm

About the Role
We are currently recruiting for an experienced Customer Service/Complaints Advisor to join a busy and fast-paced contact centre team. This role requires a confident and resilient individual who has previously handled high volumes of complaints and customer queries via both telephone and email.

Key Responsibilities
•             Handle inbound and outbound customer calls in a fast-paced call centre environment
•             Respond to customer complaints, cases and queries via phone and email
•             Investigate complaints thoroughly and provide clear, professional resolutions
•             De-escalate challenging situations with empathy and professionalism
•             Accurately log all interactions and maintain detailed case notes on internal systems
•             Meet performance targets including response times, quality standards, and SLAs
•             Escalate complex or high-risk complaints where necessary
•             Work collaboratively with internal teams to ensure timely issue resolution

Skills & Experience Required
•             Previous experience in a fast-paced call centre environment
•             Experience handling social media complaints and responding to customer queries professionally 
•             Confident managing high volumes of calls and email correspondence
•             Strong written and verbal communication skills
•             Excellent problem-solving and conflict resolution abilities
•             Resilient, calm under pressure, and customer-focused
•             Good IT skills and experience using CRM or case management systems
•             Flexible to work rotational shifts and 1 in 3 weekends

What’s on Offer
•             £12.71 per hour
•             Structured shift rota
•             Supportive team environment
•             Ongoing training and development opportunities

If you have strong complaints handling experience and thrive in a busy contact centre setting, we would love to hear from you
Only candidates based in UK and eligible to work in UK are allowed