Customer Service Specialist

Basingstoke Area £27,500 - £31,000 Full Time | Fixed Term Contract

The Opportunity

We're working with a well-established organisation seeking a Customer Complaints Specialist to join their customer experience team.

This is an excellent opportunity for someone with strong customer service or complaints handling experience who enjoys resolving complex issues and making a genuine difference to customers.

You'll take ownership of complaints from initial receipt through to resolution, working closely with internal departments to investigate concerns, coordinate actions and ensure fair outcomes.

Key Responsibilities

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• Manage a caseload of customer complaints from start to finish.
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• Investigate complaints and gather information from relevant teams.
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• Maintain regular communication with customers throughout the process.
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• Work collaboratively with internal stakeholders to achieve timely resolutions.
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• Ensure complaints are handled fairly, professionally and within agreed timescales.
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• Build positive relationships with customers, particularly during challenging situations.
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• Identify recurring themes and contribute towards service improvements.
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About You

The successful candidate will have:

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• Previous experience in complaints handling, customer relations or customer service.
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• Excellent communication and active listening skills.
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• Strong problem-solving and investigative abilities.
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• The confidence to challenge and influence where required.
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• Good organisational skills with the ability to manage multiple cases.
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• Strong attention to detail and the ability to work to deadlines.
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• A resilient and customer-focused approach.
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Suitable Backgrounds May Include

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• Complaints Handler
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• Customer Relations Advisor
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• Customer Service Advisor
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• Escalations Specialist
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• Case Handler
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• Customer Experience Advisor
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• Housing, Utilities, Financial Services, Insurance, Retail or Public Sector Customer Service
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What's on Offer?

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• Competitive salary
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• Excellent benefits package
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• Supportive team environment
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• Opportunity to develop specialist complaints handling experience
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• Chance to work in a role that has a direct impact on customer outcomes
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