Customer Service / Complaints Advisor

Join a Leading Parcel Distribution Company – Customer / Client Services Team Location: Smethwick, Birmingham Pay Rate: £12.71 per hour increasing to £13.27 after 12 weeks Hours: Monday to Friday, 08:00–18:30 (staggered start times, 8-hour shifts) Office based - Temporary on-going - long term contract Are you a skilled Customer Service professional with a passion for problem-solving? Are you available immediately? Careerlink is currently recruiting experienced individuals to join the Customer Service / Complaints Team of a well-established parcel distribution company. If you're confident handling complex queries, thrive in a fast-paced environment, and can commute to Smethwick – we want to hear from you! What’s in It for You? Your Day-to-Day Responsibilities * Monitor and manage email queues, responding to customer/client enquiries and issues within our elite email support system - ensuring timely responses. * Handling complaints queries via the telephone, email and Chatbot * Perform track and tracing activities to provide customers with accurate delivery and collection status updates. * Collaborate with internal teams and potentially communicate with depots for problem resolution. * Assist in managing an influx of customer calls, if required, after training. * Promptly identifying and resolving issues. * Ensure all Key Performance Indicators (KPIs) are met, including Average Handling Time and Call Service Response Times. * Strive for first-time issue resolution, maintaining a high level of quality and compliance. What We’re Looking For Experience & Skills * Proven experience in handling customer/client complaints (essential) * Strong verbal and written communication skills * Confidence in de-escalating challenging situations * Ability to stay calm and focused under pressure Personal Attributes * Empathetic, patient, and emotionally resilient * Proactive and solutions-focused mindset * Excellent multitasking and attention to detail * A team player who thrives in a dynamic environment Ready to Take the Next Step? Send us your CV along with your availability for interview – we look forward to meeting you! Job Types: Temporary, Temp to perm Benefits: * Free parking * On-site parking