About the Role

You will support the Customer Experience Team by delivering high‑quality customer service and ensuring customers feel valued. Act as a central point of contact for complaints, compliments, comments, compensation, and councillor/MP enquiries.

Key Responsibilities

• Manage complaints, compliments, comments, and escalations.
• Administer group compensation payments.
• Coordinate councillor and MP enquiries.
• Support investigations and track case progress to ensure deadlines are met.
• Monitor customer feedback channels and issue acknowledgements.
• Conduct dissatisfaction follow‑ups and closure surveys.
• Maintain accurate records, filing, scanning, and minute taking.
• Use customer insight data to support service improvements.
• Champion customer engagement across the organisation.
• Adhere to financial regulations and ensure value for money.
• Build effective relationships with customers, colleagues, and external partners.
• Support digital processes and contribute to policy and procedure reviews.

Requirements

• Experienced in supporting customers with complex or sensitive issues
• Strong organisational skills and ability to prioritise
• Clear and professional communication
• Empathetic, impartial, customer‑focused approach
• Confident using Microsoft Word and Excel
• Full driving licence and access to own vehicle
• Ability to travel between offices and work flexibly
• GCSEs in Maths and English (A–C)

Why Join [Employer hidden — sign up to reveal] Group?

[Employer hidden — sign up to reveal] Group offers a flexible, agile working environment, comprehensive training, family‑friendly policies, business mileage reimbursement, and a supportive team.

How to Apply

Click Apply Now and upload your CV. Interviews will be held at the Birmingham Business Park office on 27th May 2026. For more information, email [Employer hidden — sign up to reveal].