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Customer Complaints Advisor

arco.co.uk Logo

ARCO Limited

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Location:
United Kingdom , Hull

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

26227.50 GBP / Year
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Job Description:

Are you passionate about delivering exceptional customer experiences, ensuring every interaction leaves a positive impression? We're looking for proactive and commercially minded Customer Complaints Advisors to join our Customer Experience Team. As a key point of contact for customer concerns, you'll take ownership of resolving issues with empathy and professionalism, while identifying opportunities to improve the overall customer experience. You'll play an important role in strengthening relationships, building trust, and helping shape better outcomes for our customers and the business. The Customer Complaints Advisor vacancy is a full time position, Monday to Friday, and is on a hybrid basis, with a mix of office and home based working.

Job Responsibility:

  • Delivering a confident, empathetic service in every customer interaction, building rapport quickly and adapting to customer needs, through all communication channels (including teams)
  • Using active listening and questions to uncover true customer requirements and setting clear expectations on delivery and timelines
  • Investigate, resolve, and report on customer complaints thoroughly and efficiently
  • Identify root causes of issues and work to prevent recurrence
  • Act as an escalation point for complex complaints from customers and colleagues
  • Build strong relationships with customers, regaining trust after negative experiences
  • Maintaining accurate CRM records (C4C), resolving issues efficiently and navigating internal systems
  • Aiming for First Time Right outcomes to reduce repeat contact, using feedback to improve future interaction
  • Partnering with Sales, Supply Chain, and Strategic teams, supporting service enhancements and piloting initiatives
  • Actively seeking feedback and coaching whilst owning your personal development plans
  • Contributing positively to team culture and goals

Requirements:

  • Demonstrated experience in a customer service or complaints handling role
  • Experienced in a B2B or commercial sales setting
  • Solid understanding of customer engagement and relationship management principles
  • Previous use of CRM tools (preferably SAP C4C or similar)
  • Familiarity with working in a fast-paced, target-driven environment
  • Excellent communication skills, both verbal and written
  • Experience working cross-functionally with Supply Chain, Sales or Product teams
What we offer:
  • 32 days holiday inclusive of bank holidays
  • Opportunity to purchase 5 additional days annual leave each calendar year (subject to qualifying salary)
  • 2 fully paid Community Volunteering days every year
  • An excellent pension (up to 8% Arco contribution) and x4 Life Assurance scheme
  • A huge range of discounts to help with cost of living via Perkbox plus Employee Discount on Arco products
  • Free, 24-hour access to our Employee Assistance Programme
  • Health Cash Plan where we'll reimburse up to 100% of everyday healthcare costs
  • Access to our Learning Management System, to support your personal and career development
  • Long-term service awards

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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