Job Description

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where your problem-solving skills can shine? If so, we have the perfect opportunity for you to make a real difference!

Role: Temporary Customer Complaints Agent
Location: Covent Garden

Start Date: ASAP
Duration: 3 months

Pay: 19.23

Hours: 09:00 - 18:00 - fully office based

Role Purpose:
As a Customer Complaints Agent, you will play a key role in managing customer complaints from initial receipt to resolution. Your mission? To ensure each case is handled fairly, professionally, and in line with our client's policies and regulatory requirements. You'll be the voice of reason, guiding customers through their concerns with empathy and clarity.

What You'll Be Doing:

• Manage Complaints: Oversee a portfolio of complaints from start to finish, ensuring timely resolutions.
• Investigate Thoroughly: Dive deep into complaints, reviewing evidence and liaising with internal teams as needed.
• Communicate Clearly: Craft professional written responses and handle sensitive phone conversations with ease.
• Balance Needs: Resolve concerns by balancing customer expectations with business requirements.
• Escalate Wisely: Identify and escalate complex cases to the appropriate channels.
• Document Everything: Maintain detailed case notes in our case management system.
• Stay Compliant: Ensure all resolutions meet SLA and regulatory timescales while adhering to GDPR and company policy.

What We're Looking For:

• Experience: Previous handling of customer complaints or escalated service cases is essential.
• Communication Skills: Exceptional written and verbal communication skills are a must!
• Analytical Mindset: Strong investigative and problem-solving abilities to assess complaints objectively.
• Organisational Skills: Ability to manage multiple cases independently and in a team setting.
• Tech Savvy: Comfortable using CRM/case management systems and MS Office (Outlook, Word, Excel).

Desirable Experience:

• Experience in a regulated industry and knowledge of dispute resolution processes will be an advantage.

Personal Attributes:
We're looking for someone who is:

• Calm and composed under pressure
• Empathetic yet objective
• Naturally curious with an investigative mindset
• Fair, impartial, and resilient

Key Competencies:

• Complaint investigation
• Dispute & conflict resolution
• Customer service excellence
• Critical thinking & problem solving
• Time management & prioritisation

Why Join Us?
This is a unique opportunity to work in a dynamic environment where you can truly impact customer satisfaction. You'll be part of a supportive team that values your expertise and offers opportunities for personal growth.

If you're ready to take on this exciting challenge and make a positive impact on our customer experience, we want to hear from you!

Apply today and help us turn complaints into resolutions!

Please email your CV and cover letter to (url removed)

Our client is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.