Customer Complaints Advisor

Location: Milton Keynes
Salary: £24,850 - £26,000 + 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 combine 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 a Customer Complaints Advisor, you will support customers across phone, email and webchat, delivering professional, empathetic and efficient resolutions. Working as part of a collaborative, high‑performing team, you will take ownership of customers from start to finish, ensuring every interaction reflects the high standards our clients expect. This fast‑paced role requires managing a high volume while maintaining excellent attention to detail and meeting service level expectations.

• 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.

• 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 improve.

• £500 annual Health & Wellbeing Allowance to spend on your physical or mental wellbeing.
• Hybrid working following training.
• Team social events.
• Free parking.
• Access to Education Bursaries to support your personal and professional development.
• Birthday day off plus a birthday voucher.
• Company pension.
• Healthcare plan.
• Annual leave that increases with service.
• Employee car purchase schemes.

At ROI, you’ll have the opportunity to do meaningful work that makes a visible difference. You’ll be trusted to take ownership, supported by experienced colleagues who value collaboration over ego, and encouraged to keep learning as technology continues to transform our industry. We embrace curiosity, adaptability and continuous improvement, creating rewarding careers in a business that is helping shape the future of fleet.