Location: Braintree
Hours: Full-time, permanent – 40 hours per week, Monday to Sunday rota
Shifts:
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8:00am – 5:00pm
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9:00am – 6:00pm
What You’ll Be Doing
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Delivering outstanding customer service while understanding business impact
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Handling customer complaints from start to finish, restoring confidence and satisfaction
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Responding to and resolving complaints and online reviews autonomously
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Replying to reviews in a positive, constructive tone that reflects company values
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Negotiating fair resolutions for both the customer and the business
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Managing written complaints and ensuring responses meet SLA deadlines
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Liaising with the BHTA for additional support when required
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Completing legal paperwork for escalated complaints
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Monitoring complaints and support inboxes, responding via phone or email
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Completing admin tasks to support the wider customer experience team
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Accurately documenting all interactions and identifying improvement opportunities
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Preparing reports for management
What We’re Looking For
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Previous Customer Complaints or Customer Service experience (preferred)
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Strong written communication skills with the ability to craft clear, concise responses
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A calm, professional phone manner and the ability to turn around challenging conversations
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Excellent attention to detail and confidence to use your initiative
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Highly organised, punctual, and able to work well under pressure
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Must have a valid driving license and be able to drive to the site daily
What You’ll Receive in Return
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Salary up to £31,000 per annum
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32 days annual leave (including bank holidays), with additional days for length of service
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24/7 Employee Assistance Programme for confidential support
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Access to an exclusive staff benefits platform – discounts, Cycle-to-Work scheme & more
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Free on-site parking & annual flu jabs
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25% staff discount on products
If you’re passionate about delivering exceptional customer experiences and want to be part of a supportive, purpose-driven team, we’d love to hear from you!
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