The Cambridge Building Society
Customer Experience and Resolution Adviser
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Customer Experience and Resolution Adviser
At The Cambridge Building Society, we want every customer to feel listened to and treated fairly, especially when something has gone wrong. We’re looking for a Customer Experience and Resolution Adviser to take ownership of complaints from the first conversation through to resolution. You’ll investigate what happened, keep customers informed and explain outcomes with empathy and clarity. You’ll also help us learn from complaints so we can improve the experience we provide.
Day-to-day responsibilities:
- Manage customer complaints from receipt through investigation, response and closure.
- Gather and review evidence to understand what happened and reach fair, well-reasoned outcomes.
- Keep customers updated, listen to their circumstances and provide appropriate support where they may be vulnerable.
- Write clear final responses and recommend appropriate redress or action where needed.
- Prioritise cases to meet complaint-handling timescales while maintaining accurate records.
- Identify root causes and recurring themes, working with colleagues to put things right and prevent issues from happening again.
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You’ll bring strong listening, investigation and writing skills, good judgement, and the confidence to handle sensitive conversations. Experience in complaint handling or customer resolution would be valuable, particularly in financial services or another regulated environment.
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Salary and working hours
- Starting salary £25,353.25 per annum
- Monday to Friday 8:45am - 5:00pm (36.25 hours per week)
- 5 days per week from our Head Office (Cambridge)
Come and join a thriving independent mutual, where your contribution will help our customers.
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