Customer Complaints Advisor

Customer Complaints Advisor Location: Milton Keynes - Hybrid Working Salary: £25,000 - £27,500 + Bonus Hours: Shift-based between 8:30am - 7:00pm Monday to Friday and 9:00am - 1:00pm Saturdays Help shape exceptional customer experiences At ROI, we're helping shape the future of fleet by combining people, technology and industry expertise to solve complex challenges for some of the biggest names in automotive. As the UK's leading automotive support agency, we partner with over 70% of automotive brands, delivering customer engagement, technology, insight and marketing solutions that drive measurable results. As we continue to grow, we're looking for a Customer Complaints Advisor to join our team supporting one of our long-standing automotive partners, Kia. If you're someone who enjoys solving problems, takes ownership of customer outcomes and thrives in a fast-paced environment, this is an opportunity to make a genuine impact. Every conversation you have helps strengthen customer relationships and contributes to the success of both our clients and our business. The role As a Customer Complaints Advisor, you'll support customers across multiple channels including phone, email and webchat, delivering professional, empathetic and efficient resolutions. Working as part of a collaborative, high-performing team, you'll take ownership of customers from start to finish, ensuring every interaction reflects the high standards our customers expect. This is a varied and fast-paced role where you'll manage a high volume while maintaining excellent attention to detail and meeting service level expectations. No two days are the same, so we're looking for someone who stays calm under pressure, communicates confidently and genuinely enjoys helping people. What you'll be doing Managing customer complaints and enquiries via telephone, email and webchat. Taking ownership of cases through to resolution. Investigating customer concerns with accuracy and attention to detail. Delivering fair and timely outcomes while balancing customer needs with business requirements. Working to service level agreements and quality standards. Collaborating with colleagues and sharing knowledge to deliver the best customer experience. Continuously developing your knowledge and skills to deliver outstanding service. What we're looking for We're looking for people who combine empathy with confidence and enjoy finding solutions. You'll ideally have: The ability to understand situations from the customer's perspective. Excellent written and verbal communication skills. A calm, resilient and positive approach when handling challenging conversations. Strong organisational skills with excellent attention to detail. A proactive approach to problem-solving. Good negotiation skills and sound judgement. A collaborative mindset with a willingness to support others and share knowledge. A desire to learn, adapt and continuously…