Complaints and Claims Advisor - (req71552)

Complaints and Claims Advisor

Onsite: Cheltenham

Salary: £28k + company bonus

We are seeking a Complaints and Claims Advisor to be a key member of the Customer Service Team, responsible for managing escalated customer complaints and Site Investigation (SI) cases. You will act as a point of contact for customers and internal associates, ensuring resolution, accurate documentation, and effective communication.

Basic Function

• Handle escalated customer complaints with a focus on resolution and service recovery.
• Manage Site Investigation (SI) cases involving property damage or personal injury.
• Complete SI Incident Checklists and raise Work Orders in Salesforce with accurate records.
• Maintain clear and accurate records of investigations, communications, and outcomes.
• Report findings and case progress to relevant internal stakeholders, including Kohler U.S teams, CPD, SLT, Legal, and Warranty teams.
• Liaise with internal teams (Planning, Engineering, Legal, Warranty) to coordinate investigations, service visits and outcomes.
• Communicate proactively with customers throughout the investigation process, providing updates and outcomes.
• Support financial claims resolution, including raising payments and working with customers, senior management, insurers, solicitors, and legal teams.
• Collaborate with technical experts to understand root causes and contribute to final reports and recommendations.
• Identify patterns in incidents to support early warning systems and continuous improvement.

Skills & Requirements

• Strong communication and customer service skills, especially in high-stress or sensitive situations.
• Excellent record-keeping and reporting abilities.
• Attention to detail and ability to manage complex case documentation.
• Collaborative mindset with experience working across departments.
• Understanding of GDPR and data protection when handling customer information.
• Ability to remain calm and solution-focused during challenging interactions.
• Self-motivated decision maker willing to do the right thing.
• Solution driven with an emphasis on matching business outcomes to customer needs.
• Desire to collaborate across Customer Service functions and with the wider organisation.
• Demonstrated understanding of Mira's products and the end-to-end service process.
• Basic understanding of consumer law in relation to product-related issues and customer complaints.
• Computer literacy: Competent in Salesforce, SAP, Microsoft Outlook, Word, and Excel. Familiarity with Riskonnect is advantageous but not essential.

Benefits

We empower each associate with a competitive total rewards package that supports health and wellbeing, career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.

Equal Opportunity Employer

Kohler Mira is committed to diversity and inclusion. We are an equal opportunities employer and recruit, hire, and promote qualified people without prejudice. If you require adjustments during the recruitment process due to a disability, please contact .