Customer Service / Call Centre

Job Title: 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. This is a hybrid position; however, candidates must be able to attend the Redditch office at least once or twice per week. Flexibility to work rotational shifts and 1 in 3 weekends is essential. Key Responsibilities •    Handle inbound and outbound customer calls in a fast-paced call centre environment •    Respond to customer complaints 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 Skills & Experience Required •    Previous experience in a fast-paced call centre environment •    Proven experience handling customer complaints and escalations •    Confident managing high volumes of calls and email correspondence •    Excellent problem-solving and conflict resolution abilities •    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 •    Hybrid working model •    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! Click 'APPLY' and follow the instructions