Customer Complaints Handler

Chelmsford, Essex

Up to £27,000 + Bonus Scheme

Full Time Two-week rota No weekends

Requirement: Full UK driving licence (due to location)

Our client, a rapidly expanding retailer specialising in home and industrial storage solutions, is seeking a Customer Complaints & Service Executive to join their friendly and supportive team near Chelmsford. This position is ideal for someone who thrives in a problem-solving environment, has a calm and pragmatic approach to resolving issues, and is confident taking ownership of customer complaints from start to finish.

You will act as a key point of contact for customers experiencing problems with orders, deliveries, or products-working collaboratively with couriers, suppliers, and internal teams to bring every case to a satisfactory resolution.

• Manage incoming complaints via phone, email, and live chat, ensuring every customer feels heard and supported
• Take ownership of escalated issues, providing clear communication and timely updates throughout the resolution process
• Investigate delivery problems including delays, damages, and missing items, liaising with couriers to resolve matters quickly
• Offer practical product advice and solutions to both domestic and commercial customers
• Accurately process telephone orders and record complaint details
• Handle challenging conversations with patience, professionalism, and empathy
• Complete general administrative tasks and update internal systems
• Build and maintain strong product knowledge to support accurate problem-solving

• Previous experience in customer service, ideally with a strong complaints-handling background
• Confident communicator with excellent verbal and written skills
• Experience resolving courier and delivery-related issues (damages, delays, misroutes)
• Highly organised, detail-focused, and able to prioritise cases effectively
• Computer literate with the ability to learn internal systems quickly
• Able to work independently while contributing positively to the team
• Calm, patient, resilient, and customer-centric

Week 1

• Monday: 7:30am-5:00pm
• Tuesday-Thursday: 8:00am-5:00pm
• Friday: 8:00am-4:30pm

Week 2

• Monday: 8:00am-5:30pm
• Tuesday-Thursday: 8:30am-5:30pm
• Friday: 8:00am-4:30pm

• Bonus scheme
• Casual dress code
• Employee discount
• Free on-site parking