B2C Customer Service and Complaints

An exciting opportunity has arisen to join a prestigious and globally renowned premium automotive brand. This role focuses on delivering first-class customer service and resolving complex complaints, ensuring every customer receives a high-quality experience aligned with the company''s commitment to excellence and innovation.

Client Details

B2C Customer Service and Complaints, Reading: The client is an iconic European luxury manufacturer, known worldwide for its high-performance, distinctive design, and commitment to engineering excellence. With a rich heritage and a forward-thinking approach to innovation and sustainability, the brand is a symbol of quality, precision, and customer dedication.

Description

B2C Customer Service and Complaints, Reading:

• Handle incoming customer enquiries and complaints via phone, email, and digital channels.

• Investigate and resolve complex cases efficiently, in line with company policy and FCA regulations.

• Act as the customer''s advocate, ensuring a positive and empathetic experience at every stage.

• Liaise with internal departments and external partners to coordinate solutions.

• Maintain accurate records of all interactions and case resolutions using CRM systems.

• Provide feedback and insight to help enhance products, services, and processes.

• Support continuous improvement initiatives within the customer service function.

• Represent the brand with professionalism, discretion, and a passion for quality.

Profile

B2C Customer Service and Complaints, Reading:

• Proven experience in a B2C customer service or complaints role, ideally within luxury or a premium consumer brand.

• Strong communication and interpersonal skills, with the ability to handle sensitive issues calmly and professionally.

• Excellent problem-solving abilities and attention to detail.

• Confident in managing complex cases and negotiating resolutions.

• Skilled in using CRM software and digital communication tools.

• Customer-focused mindset with a natural ability to build rapport and trust.

• Highly organised with the ability to manage a varied workload under pressure.

• Knowledge of FCA regulations and customer rights is advantageous.

You will be able to work a weekend once a month/once every 4 weeks.

Job Offer

Salary of circa -26,000 - -27,000 dependant upon experience.