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AM Healthcare Group Logo AM Healthcare Group · Customer Service

Customer Complaints Advisor

United Kingdom, Abingdon · Job Posted March 05, 2026
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Job Description

We are looking for a proactive, positive and people-focused Customer Complaints Advisor. The successful candidate will centrally manage customer feedback across all AM Healthcare Group companies, ensuring every complaint is handled with care, professionalism and urgency. You will play a key role in strengthening customer trust and shaping service excellence across multiple countries. This is a visible, cross-functional role with real impact where your coordination, positivity and drive will genuinely make a difference. Every compliment is celebrated – you will turn feedback into insight, insight into action, and action into improved customer experience.

Job Responsibility

  • Oversee and manage all customer feedback (complaints and compliments) across the Group
  • Act as the central liaison between Customer Services, Operations, Logistics, Quality and Commercial teams
  • Ensure investigations are completed thoroughly and responses are delivered within agreed timelines
  • Monitor response times and escalate proactively where service levels are at risk
  • Identify trends, root causes and improvement opportunities
  • Produce and present structured feedback reports to Senior Leadership
  • Provide operational support to UK and French Customer Services teams when required
  • Help foster a culture where feedback is welcomed, valued and acted upon

Requirements

  • Fluent in English and French (written and spoken)
  • Experience handling customer complaints, escalations and service recovery
  • Strong coordination and stakeholder management skills
  • Excellent follow-up and organisational ability
  • Naturally collaborative and confident communicating at all levels, across multiple teams and countries
  • Comfortable analysing data and presenting insights clearly
  • Calm under pressure, solution-focused and resilient
  • Structured and detail-oriented
  • Positive, balanced and constructive
  • Kind, empathetic and great with people

What we offer

  • Competitive market salary
  • Incremental holiday allowance starting at 35 days, up to 41 days (inclusive of bank holidays)
  • Death in Service (3x basic salary)
  • Refer a Friend incentive scheme
  • Enhanced Family Leave/Pay
  • Recognition schemes
  • Continuing professional development
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