RQ - Senior Customer Complaints Coordinator

£18.36 per hour PAYE

Are you an experienced customer service professional with a passion for resolving complex issues and delivering excellent customer outcomes? We are looking for a Senior Customer Complaints Coordinator to join our team and take ownership of managing high-level customer complaints in a fast-paced environment.

As a Senior Customer Complaints Coordinator, you will be responsible for handling a busy caseload of customer enquiries, investigating complaints thoroughly, and providing fair, timely, and compliant resolutions. You will use your strong attention to detail, organisation skills, and ability to prioritise effectively while managing high volumes of work and meeting strict SLA targets.

• Manage and resolve complex customer complaints from initial contact through to final resolution.
• Handle a high volume of enquiries (approximately 100 cases per day) while maintaining quality and accuracy.
• Investigate issues, identify root causes, and provide appropriate solutions.
• Ensure all responses are professional, accurate, and compliant with company policies and regulations.
• Prioritise workload effectively to meet deadlines and SLA requirements.
• Maintain accurate records and provide updates to customers and internal stakeholders.
• Support continuous improvement by identifying trends and recurring issues.

• Previous experience managing customer complaints within a high-volume, fast-paced environment.
• Strong attention to detail with excellent written and verbal communication skills.
• Ability to manage multiple priorities and maintain high levels of accuracy under pressure.
• Experience handling complex complaints and delivering compliant resolutions.
• Strong problem-solving skills with a customer-focused approach.
• Ability to work independently while contributing positively to a wider team.