Job Description:

Oakley Recruitment is working in partnership with an expanding organisation based in Coventry. This is an excellent opportunity to join the team as a Complaints Advisor on a full-time permanent basis

Culture and Environment
You will be working in a friendly and welcoming workplace that is warm, supportive, and fast-paced. The complaints team is passionate about the customer journey and works collaboratively to ensure every customer feels heard, supported, and valued. You’ll be surrounded by a team that genuinely cares about doing the right thing and takes pride in delivering positive outcomes, even in challenging situations.
The office environment is open-plan and modern, creating a bright and engaging space where teamwork and communication are encouraged. Alongside this, you’ll have the opportunity to work within a hybrid model, offering flexibility while still benefiting from the support, energy, and connection of the wider team.

Personality
We’re looking for a Complaints Advisor who is passionate about delivering fair, empathetic, and efficient complaint resolutions. With excellent communication skills, you’ll work effectively with customers, internal teams, and third parties to resolve issues promptly and professionally. Organised, adaptable, and calm under pressure, you’ll play a key role in maintaining high standards of customer care and contributing to continuous improvement across the customer journey.

Reward

• Hybrid working 2 days working from home 3 days in the office
• 28 days holiday
• Free parking
• Employee car scheme
• Private Medical Insurance

Job Role:

• Handling verbal and written customer complaints
• Investigating complaints thoroughly, identifying risks, and escalating issues when needed
• Applying knowledge of relevant regulations
• Working with internal teams and third parties to resolve issues
• Understanding finance products and explaining outcomes clearly to customers
• Making fair decisions on complaint outcomes
• Communicating professionally and clearly in all written and verbal correspondence
• Managing customer data requests in line with GDPR requirements
• Recording and tracking complaints accurately
• Managing a busy caseload and meeting regulated response times
• Identifying complaint trends and supporting continuous improvement
• Sharing customer insights and suggesting improvements to processes or services
• Supporting and guiding new team members when required
• Providing regular updates to management on workload and complaint status
• Contributing to team targets and business projects that improve the customer journey

Skills and experience:

• Previous experience in a customer service role is essential
• Experience in complaints handling
• Strong customer focus with a genuine desire to resolve issues positively
• Excellent verbal and written communication skills
• Confident in making decisions and managing competing priorities
• Skilled in negotiation and handling objections calmly and effectively
• High attention to detail and accuracy
• Organised, with the ability to work under pressure and meet deadlines
• Adaptable and open to change in a dynamic business environment

Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.