KEY SKILLS & REQUIREMENTS:

• Experience in complaint handling or compliance.
• Strong communication and administrative skills.
• Confidence working with Microsoft Office and CRM systems.
• Ability to remain calm and professional under pressure.
• Comfortable with deadlines and managing multiple priorities.
• Bonus points for experience with:
• Social media complaint handling
• Customer satisfaction surveys

ABOUT THE ROLE:

Are you passionate about delivering exceptional customer experiences, especially in challenging situations? Do you thrive on turning complaints into opportunities for service improvement? If so, we’d love to hear from you.
We’re looking for a Customer Care Executive to join our growing team in Stoney Stanton. Working within our dedicated Customer Care department, you’ll be at the heart of resolving escalated customer issues, ensuring every concern is handled with professionalism, empathy, and a focus on resolution.

KEY RESPONSIBILITIES:

• Responding to escalated complaints with empathy, clarity, and speed.
• Handling upset or dissatisfied customers with professionalism and care, both over the phone and online.
• Supporting and guiding team members in complaint investigations.
• Monitoring and recording all complaints, ensuring compliance with company policy and deadlines.
• Collaborating with cross-functional teams (including Legal, Data Protection, Compliance, and Divisional Managers).
• Preparing reports and insights for divisional and board-level review.
• Keeping accurate and detailed records using CRM systems.
• Supporting our social media channels by responding to customer queries or complaints professionally.