Location: Braintree Hours: Full-time, permanent 40 hours per week, Monday to Sunday rota Shifts: 8:00am 5:00pm 9:00am 6:00pm What You ll Be Doing Delivering outstanding customer service while understanding business impact Handling customer complaints from start to finish, restoring confidence and satisfaction Responding to and resolving complaints and online reviews autonomously Replying to reviews in a positive, constructive tone that reflects company values Negotiating fair resolutions for both the customer and the business Managing written complaints and ensuring responses meet SLA deadlines Liaising with the BHTA for additional support when required Completing legal paperwork for escalated complaints Monitoring complaints and support inboxes, responding via phone or email Completing admin tasks to support the wider customer experience team Accurately documenting all interactions and identifying improvement opportunities Preparing reports for management What We re Looking For Previous Customer Complaints or Customer Service experience (preferred) Strong written communication skills with the ability to craft clear, concise responses A calm, professional phone manner and the ability to turn around challenging conversations Excellent attention to detail and confidence to use your initiative Highly organised, punctual, and able to work well under pressure Must have a valid driving license and be able to drive to the site daily What You ll Receive in Return Salary up to