Our client is seeking a proactive and empathetic Customer Resolutions Administrator to take responsibility for managing and resolving customer complaints effectively while maintaining a high level of customer satisfaction. This full-time role also includes front-of-house reception duties, offering a professional and welcoming first point of contact for both visitors and callers. The successful candidate will be detail-oriented, resilient, and capable of delivering a first-class service in a dynamic environment.
Job Duties:
- Receive, log, and acknowledge customer complaints promptly
- Investigate complaints thoroughly by liaising with internal departments to gather accurate information
- Provide timely, clear, and professional responses to customers within agreed resolution timeframes
- Maintain comprehensive records of all complaints and their resolutions
- Identify complaint trends and suggest areas for service or process improvement
- Communicate resolutions with empathy and clarity, ensuring customer understanding
- Follow up with customers to confirm satisfaction with complaint outcomes
- Escalate complex or unresolved issues to the Customer Service Manager as necessary
- Collect and analyse data from customer surveys to measure customer satisfaction (CSAT)
- Address and resolve negative feedback raised through surveys and suggest improvement strategies
- Greet all visitors and callers warmly and manage the reception area to maintain a professional appearance
- Answer, screen, and redirect incoming phone calls appropriately
- Handle incoming and outgoing post and deliveries
- Support the Customer Operations team with general enquiries, administrative tasks, and project support
Job Requirements:
- Excellent verbal and written communication skills
- Strong problem-solving capabilities and ability to remain calm under pressure
- High attention to detail and strong organisational skills
- Previous experience in a customer service or complaints resolution role is preferred
- Competence in Microsoft Office and customer service software
- Empathetic, patient, and resilient with a positive, customer-first attitude
- Capable of multitasking and adapting to a fast-paced environment
- Proactive, self-motivated, and a dependable team player
What You’ll Love:
You will join a friendly and customer-focused environment where your ability to resolve issues with empathy and professionalism will have a real impact. The role offers a rewarding balance between customer interaction, problem-solving, and operational support, all within a positive and welcoming workplace.
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