Customer Relations & Complaints Executive

Customer Relations & Complaints Executive

Location: Hove, East Sussex
Salary: -27,000 - -32,000 DOE + KPI Bonus Scheme (OTE -29,500 - -36,500)
Job Type: Permanent, Full-Time
Hours: Monday to Friday, 9:00am - 5:30pm (1-hour lunch break)
Additional Requirement: One Saturday per month on a rota basis (paid or time off in lieu)

Are you an experienced customer service professional with a passion for delivering outstanding customer experiences and resolving complaints effectively? We are recruiting for a Customer Relations & Aftercare Executive to join a successful and growing business based in Hove.

This is an excellent opportunity for someone with a background in customer complaints, aftercare, customer success, customer support, service delivery, or customer relations who enjoys taking ownership of cases and ensuring customers receive an exceptional service journey from start to finish.

Working within a fast-paced customer experience team, you''ll act as the key point of contact for customers following product delivery or installation, managing aftercare enquiries, complaints resolution, service coordination, and customer feedback.

The Role

As a Customer Relations Executive, you will be responsible for maintaining high levels of customer satisfaction by handling customer concerns, resolving issues efficiently, and coordinating any required remedial works or follow-up appointments.

This role offers a high level of autonomy, requiring excellent organisation, problem-solving skills, and the ability to build positive relationships with customers and internal teams alike.

Key Responsibilities

• Manage customer complaints and aftercare enquiries from initial contact through to resolution.
• Act as the primary post-service point of contact for customers.
• Investigate and resolve customer concerns in a professional, empathetic, and solutions-focused manner.
• Coordinate engineer, technician, or service appointments where corrective actions are required.
• Maintain accurate customer records and case notes within the CRM system.
• Work closely with internal departments to resolve product, service, or delivery-related issues.
• Monitor and manage online customer feedback and review platforms.
• Respond to customer reviews and implement actions to improve customer satisfaction scores.
• Escalate complex cases where necessary while retaining ownership of the customer journey.
• Identify trends within complaints and customer feedback to support continuous improvement initiatives.

Skills & Experience Required

• Previous experience within a customer relations, complaints handling, aftercare, customer service, customer success, or client services role.
• Strong conflict resolution and complaint management skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple customer cases simultaneously.
• Highly organised with strong attention to detail.
• Comfortable working independently and managing workloads effectively.
• Experience using CRM systems, Microsoft Office, email, and digital communication tools.
• Customer-centric approach with a genuine desire to deliver excellent service.

Ideal Backgrounds

We welcome applications from candidates with experience as:

Customer Relations Executive, Complaints Handler, Customer Complaints Specialist, Aftercare Coordinator, Customer Experience Executive, Customer Success Executive, Service Delivery Coordinator, Client Relationship Executive, Customer Support Executive, Complaint Resolution Advisor, Customer Care Coordinator, After Sales Executive

If you have trouble uploading your CV, please email it to (url removed) and put the job title as the subject

By registering with Office Angels you will benefit from the support of a dedicated and experienced recruitment consultant, have access to various interviewing techniques, regular updates of the local employment market and consistent feedback on all applications. This service is offered right through to the day you start your new role and beyond.

Office Angels are an equal opportunity employer and are acting as a recruitment agency for this vacancy.

Please note that only candidates selected for an interview will be contacted. We appreciate your understanding in this matter.

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.

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