Customer Complaint Resolution Handler

Responsibilities

• Handle inbound calls from customers with complaints or service issues
• Manage a personal caseload of complaints from initiation to resolution
• Make outbound calls to gather information and provide updates
• Collaborate with other departments to investigate and implement solutions
• Respond to social media comments, Trustpilot reviews, and public feedback
• Provide clear, concise, and well-documented case notes and written responses
• Deliver feedback on complaint trends to support service improvements
• Prioritise multiple tasks to ensure resolution within service level agreements

Requirements

• Proven track record in customer service or complaint handling
• Ability to handle challenging conversations with empathy and professionalism
• Excellent oral and written communication skills
• Strong negotiation and influencing skills
• Ability to prioritise a diverse workload under pressure
• Competence in Microsoft Office (Excel and Word)
• Knowledge of IFS and Service Cloud systems

Benefits

• 23 Days Holiday + Bank Holidays
• Company Pension Scheme
• Company Sick pay (after qualifying period)
• Cycle to Work Scheme Available
• Employee Reward & Discount Platform
• 24/7 access to Employee Assistance Program
• Access to on-going learning and development
• Onsite parking available
• Life Assurance Scheme

About the Company

Culligan UK Ltd is a leading specialist in providing drinking water solutions, with a culture centered around putting customers at the heart of everything they do.