Customer Complaints Advisor Warwick Permanent Position Hybrid - Monday''s and Thursdays WFH We are seeking a highly motivated and experienced Customer Care Agent to join our Customer Outcome Team. This role is pivotal in ensuring regulatory compliance and delivering fair customer outcomes. You will manage complaints, support customer service operations, and contribute to training and development initiatives. Complaints and Customer Outcome Management Investigate and resolve customer complaints within departmental KPIs. Conduct root cause analysis of complaints, including feedback from Trustpilot and social media. Manage complaint-related costs and maintain a root-cause analysis register. Monitor customer interactions Support internal departments with updates on team activity and client developments. Liaise with insurers as needed to resolve issues and improve service delivery. Submit and review KPI reports to inform continuous improvement. Essential Experience and Skills Proven experience in customer service operations. Knowledge of general insurance and working within a compliance framework. Experience in training, coaching, and performance observation. Strong analytical skills and attention to detail. Ability to build rapport with customers, colleagues, and senior stakeholders. Working Hours and Location: Office-based: Tuesday, Wednesday, and Friday Hybrid Work from home - Mondays and Thursdays Working hours: 08:30 AM - 5:00 PM Adecco acts as an employment agency fo