Customer Care & Complaints Administrator

Customer Care & Complaints Administrator

Location: High Wycombe (Office-Based)

Salary: £26,000 - £30,000 dependent on experience

Hours: Full-time, Monday to Thursday 8:30am-5:00pm, Friday 8:00am-4:00pm

Permanent Role.

We are recruiting on behalf of a well-established manufacturing and e-commerce business seeking a Customer Care & Complaints Administrator to join their team in High Wycombe.

This is an excellent opportunity for someone with customer service or complaints-handling experience who enjoys solving problems, supporting customers and driving continuous improvement. You will take ownership of customer complaints and after-sales queries from initial contact through to resolution, ensuring a positive customer experience while helping to identify and prevent recurring issues.

As the main point of contact for customer complaints and after-sales enquiries, you will work closely with internal teams, warehouse and logistics partners to investigate issues, resolve concerns efficiently and maintain high service standards.

• Act as the first point of contact for customer complaints received via phone, email, website, live chat and online marketplaces.
• Accurately log complaints, including order details, photographs and supporting evidence.
• Investigate issues with internal departments, including production, warehouse and sales teams.
• Agree and implement suitable resolutions, including replacements, returns, credits and refunds.
• Keep customers informed throughout the process and ensure cases are resolved within agreed timescales.
• Produce professional, empathetic and solution-focused written responses.

• Manage late, lost or damaged deliveries.
• Liaise with courier partners regarding claims and investigations.
• Arrange returns, collections and replacement deliveries.

• Process approved refunds and customer credits through relevant payment systems.
• Handle marketplace returns, disputes and feedback within required deadlines.

• Assist customers with after-sales enquiries, including order updates, product guidance and general support.
• Support colleagues with inbound calls and shared inbox management during busy periods.

• Record complaints and non-conformances in line with quality procedures.
• Track corrective actions through to completion.
• Produce monthly reports covering complaint volumes, causes, costs and resolution times.
• Identify recurring issues and recommend improvements to products, packaging, processes or customer information.

• Previous experience in customer service, customer care or complaints handling.
• Excellent telephone manner and confidence dealing with challenging situations professionally.
• Strong written communication skills with a high standard of English.
• Excellent organisational skills and attention to detail.
• Ability to manage multiple cases simultaneously.
• Good working knowledge of Microsoft Office and customer management, order processing or ticketing systems.
• A proactive, problem-solving approach with a focus on identifying root causes.

• Experience with in manufacturing, e-commerce or trade supply environments.
• Experience using online marketplace seller tools.
• Knowledge of online payment platforms.
• Experience managing courier claims.
• Awareness of quality management systems or non-conformance processes.

• Competitive salary of £26,000 - £30,000 depending on experience.
• Full training on products, systems and processes.
• Opportunity to join a successful, established business with a strong customer-focused culture.
• Varied and rewarding role with real responsibility and ownership.