Customer Relations Specialist

We are looking for a Customer Relations Specialist to provide outstanding support to our clients, manage inquiries, and resolve complaints.

• Private Counselling with a weekly confidential helpline available
• Simplyhealth private healthcare plan
• £150 Wellbeing Allowance per year
• Working elsewhere policy (4 weeks per year)
• Buy and sell annual leave scheme (up to 3 days per year)

• Handle inquiries, resolve issues and ensure that every customer has a positive experience with our company.
• Effectively resolve complaints and escalations ensuring full investigation and resolution within SLAs agreed.
• Collate documents and submissions for the Property Ombudsman, Head of Compliance, and Accounts when necessary.
• Respond to enquiries received via webforms, online chat, telephone calls, or emails.
• Acknowledge and investigate client feedback via social media, review sites, and direct channels.
• Provide feedback to colleagues or Line Managers as required, including trend analysis.
• Assist with customer service projects, ad-hoc requests, and activities as and when required.
• Ensure reports and files are updated, providing vital management information, and informing change.

• Previous experience in complaints handling and resolution is essential.
• Excellent written and verbal communication skills, with the ability to handle challenging conversations.
• Strong investigative and problem‑solving skills with a customer‑first approach.
• Ability to manage complex or sensitive cases through to fair resolution.
• Experience working collaboratively with teams such as Compliance, Legal, and Accounts.
• Skilled at recognising trends in feedback and suggesting process improvements.
• Resilient, adaptable, and able to thrive in a fast‑paced environment.

We encourage people of all backgrounds, identities, and abilities to apply. We are committed to creating an accessible and inclusive experience for all candidates.