Customer service Complaints advisor - Risley, Warrington - Cactus Search

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    Cactus Search Risley, Warrington

    6 days ago

    Full time
    Description
    Customer Service Contact Centre – Complaints Advisor

    Got a calm head and a knack for turning unhappy customers into satisfied ones?

    We are looking for a dedicated Complaints Advisor to join our contact centre team within a regulated financial services business.

    You will play a key role in handling customer complaints, ensuring fair outcomes, and meeting regulatory standards.

    Monday to Friday normal office hours working Hybrid. No evenings or weekends

    Key Responsibilities

    Handle customer complaints via phone, email, and written correspondence
    Investigate complaints thoroughly, gathering and reviewing relevant information
    Provide clear, fair, and timely resolutions in line with FCA regulations
    Maintain accurate and detailed case records on internal systems
    Communicate outcomes clearly and empathetically to customers
    Identify root causes and escalate complex or high-risk issues where required
    Meet service level agreements (SLAs) and regulatory timescalesKey Requirements

    Previous contact centre experience, ideally within financial services
    Strong written and verbal communication skills
    Ability to manage sensitive conversations with empathy and professionalism
    Good understanding of regulated environments and customer fairness (e.g. FCA principles)
    Excellent attention to detail and strong organisational skills
    Ability to work to deadlines and manage multiple cases
    Confident using CRM and case management systems

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Risley