Complaints Handler / Customer Resolution Specialist

Job Title: Complaints Handler / Customer Resolution Specialist Location: Hassocks - must have access to a car due to the office location Salary: 28,000 - 30,000 Hours: Monday - Friday, 37.5 hours per weekAbout the RoleWe are looking for a proactive and customer-focused Complaints Handler to join a growing customer operations team. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer experiences.You''ll be responsible for managing escalated customer concerns, finding fair and effective resolutions, and helping to improve overall customer satisfaction and retention. Working closely with internal teams, you''ll play a key role in ensuring customers feel heard, valued, and supported throughout their journey.Key ResponsibilitiesDeliver outstanding customer support across multiple communication channels, ensuring all interactions are handled professionally and empathetically.Manage escalated complaints and complex customer issues, working to achieve positive outcomes and restore customer confidence.Support service quality and operational standards, contributing ideas and feedback to improve the customer experience.Review and process refund approvals in line with company procedures and guidelines.Work collaboratively with internal departments to ensure consistent communication and a seamless customer journey.Take a proactive approach to identifying customer needs and resolving ..... full job details .....