Customer Resolution and Complaints Coordinator

Job Description

Customer Resolutions & Complaints Coordinator
Kingston upon Thames
£30,000 – £35,000

Our client, a growing bespoke interiors business working across high-end residential projects, is looking to appoint a Customer Resolutions & Complaints Coordinator to join their team in Kingston.

This is a crucial, admin-heavy position focused on managing client issues, investigating complaints and driving clear, fair resolutions. The role requires strong organisation, resilience and the confidence to handle sensitive situations in a calm and professional manner.

The Role

You will act as the central point of contact for customer complaints, ensuring each case is logged, investigated and resolved efficiently while maintaining excellent client relationships.

Key Responsibilities

• Managing and logging all incoming customer complaints and queries
• Investigating issues by liaising with internal teams, suppliers and installers
• Maintaining detailed records and tracking cases through to resolution
• Communicating clearly with clients to provide updates and outcomes
• Producing written responses and resolution summaries
• Identifying recurring issues and supporting continuous improvement

What We’re Looking For

• Previous experience in a complaints handling, customer care or admin-heavy role
• Highly organised with strong attention to detail
• Resilient, calm under pressure and able to handle difficult conversations professionally
• Clear communicator with a solution-focused mindset
• Confident coordinating across multiple stakeholders and departments

Why Apply?

• Join a well-established, design-led interiors business
• Varied role with real responsibility and autonomy
• Supportive team environment with long-term stability
• Opportunity to make a tangible impact on customer experience

If you’re a highly organised problem-solver with a thick skin and a proactive, resolution-focused approach, we’d love to hear from you.