Customer Complaints Handler

About The Role

Role Overview

As a Customer Complaints Handler at GSF Car Parts, you’ll be the first point of contact for customers who need support resolving issues with products, services, or orders. Your goal is to deliver fair, timely, and well‑reasoned outcomes while maintaining GSF’s reputation for excellent service.

• Listening to customer concerns — capturing accurate details and understanding the root of the issue.
• Investigating complaints — working with internal teams such as branches, warehouse operations, and customer service to gather information.
• Providing clear resolutions — offering fair, policy‑aligned outcomes and explaining decisions confidently.
• Maintaining detailed records — logging interactions, actions taken, and final outcomes in internal systems.
• Identifying recurring issues — spotting trends and recommending improvements to processes, communication, or service delivery.

• Previous complaints handling experience — ideally in automotive environments, or with a passion/knowledge for cars.
• Strong communication skills — able to explain decisions clearly and professionally.
• Active listening and empathy — essential when dealing with frustrated or distressed customers.
• Problem‑solving abilities — confident in analysing information and making fair decisions.
• Attention to detail — ensuring accuracy in investigations and documentation.
• Good organisational skills — managing multiple cases and prioritising effectively.

• Customers feel heard, respected, and supported.
• Complaints are resolved efficiently and fairly.
• Internal teams trust your judgement and communication.
• Patterns in customer issues are identified early and escalated appropriately.
• Records are accurate, complete, and compliant with company standards.

• 28 days annual leave, including bank holiday and opportunity to increase annual leave for time served
• Online employee discount scheme including big discounts to local cinemas, theme park attractions, major retailers and much more
• Healthcare cash plan
• Company pension
• Internal Development Programmes
• Career progression opportunities

GSF Car Parts is one of the UK’s leading automotive parts distributors, supplying thousands of independent garages throughout the UK and Ireland with parts, tools, garage equipment and specialist training. The group has over 175 branches nationwide and a turnover exceeding £475 million. Built on the heritage and success of a dozen local brand identities acquired over several years, we have traded as one brand since November 2021.

Our branch network is bolstered by centralised support and expertise from specialist departments in key areas such as procurement and supply chain, marketing and national accounts. The business also benefits from integrated IT systems, which include our industry leading catalogue system, Allicat, and access to the Group's national garage programme, Servicesure.

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