B2C Customer Service and Complaints

An exciting opportunity has arisen to join a prestigious and globally renowned premium automotive brand. This role focuses on delivering first-class customer service and resolving complex complaints, ensuring every customer receives a high-quality experience aligned with the company's commitment to excellence and innovation.

Client Details

B2C Customer Service and Complaints, Reading:
The client is an iconic European luxury manufacturer, known worldwide for its high-performance, distinctive design, and commitment to engineering excellence. With a rich heritage and a forward-thinking approach to innovation and sustainability, the brand is a symbol of quality, precision, and customer dedication.

Description

B2C Customer Service and Complaints, Reading:

Handle incoming customer enquiries and complaints via phone, email, and digital channels.

Investigate and resolve complex cases efficiently, in line with company policy and FCA regulations.

Act as the customer's advocate, ensuring a positive and empathetic experience at every stage.

Liaise with internal departments and external partners to coordinate solutions.

Maintain accurate records of all interactions and case resolutions using CRM systems.

Provide feedback and insight to help enhance products, services, and processes.

Support continuous improvement initiatives within the customer service function.

Represent the brand with professionalism, discretion, and a passion for quality.

Profile

B2C Customer Service and Complaints, Reading:

Proven experience in a B2C customer service or complaints role, ideally within luxury or a premium consumer brand.

Strong communication and interpersonal skills, with the ability to handle sensitive issues calmly and professionally.

Excellent problem-solving abilities and attention to detail.

Confident in managing complex cases and negotiating resolutions.

Skilled in using CRM software and digital communication tools.

Customer-focused mindset with a natural ability to build rapport and trust.

Highly organised with the ability to manage a varied workload under pressure.

Knowledge of FCA regulations and customer rights is advantageous.

You will be able to work a weekend once a month/once every 4 weeks.

Job Offer

Salary of circa £26,000 - £27,000 dependant upon experience