Job Description

Job Title:

Customer Relations Executive

Reports to:

Customer Relations Team Leader

Location:

Office-based (Full-time)

Hours:

Monday to Friday, 08:30-17:30

Job Purpose

We're looking for a customer-focused and detail-driven

Customer Relations Executive

to investigate, manage, and resolve customer complaints efficiently and professionally. You'll play a key role in maintaining customer satisfaction, ensuring compliance, and helping drive continuous improvement across our business.

Key Responsibilities

Acknowledge, log, and manage customer complaints promptly and accurately. Assess and prioritise complaints based on severity, urgency, and risk. Investigate issues by liaising with internal teams and reviewing relevant information. Communicate clearly and empathetically with customers throughout the process. Provide timely, fair, and compliant resolutions in line with company and regulatory standards. Escalate complex or high-risk complaints to the Team Leader when necessary. Maintain thorough and accurate records in the complaint management system. Identify trends and suggest improvements to reduce recurring complaints. Support knowledge sharing and contribute to training of new team members. Use freshdesk to respond to complaints.

Skills & Experience

Excellent written and verbal communication skills. Strong attention to detail and problem-solving ability. Experience handling complaints or working in a regulated environment (FCA, GDPR, TMO). Empathetic, professional, and customer-centric approach. Organised and confident managing multiple cases simultaneously.

The Perks

25,000 - 27,000 base salary dependant on experience 22 days holiday + bank holidays Monthly social events and annual parties Free eye tests & discounted products for friends & family Free annual MOT and service via our network Regular competitions and incentives Recommend-a-friend scheme Clear progression path into full Sales Executive roles Fun, modern office with a supportive and sociable team
Job Type: Full-time

Pay: 25,000.00-27,000.00 per year

Benefits:

Company pension On-site parking
Ability to commute/relocate:

Reading RG30 1EA: reliably commute or plan to relocate before starting work (required)
Application question(s):

Please draft a response to the below complaint:
'Customer is upset that their brake pads are not covered under their extended car warranty and wants us to deal with the claim.

We do not cover brake pads under the warranty as they are considered to be consumables and are guaranteed to fail at some point. The warranty provides cover for things that may fail.'

Education:

Bachelor's (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person