Civic Recruitment Limited
Senior Customer Complaints Coordinator
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Title: Senior Customer Complaints Coordinator
Contract Type: 4-Month Contract
Compliance Requirement: Basic DBS Check Required
Summary
The Senior Customer Complaints Coordinator is responsible for managing a high-volume caseload of customer complaints, ensuring fast, accurate, and compliant resolutions in accordance with service level agreements (SLAs). This role is crucial for maintaining customer satisfaction and requires exceptional attention to detail, strong multitasking abilities, and effective prioritisation skills in a dynamic environment.
Key Responsibilities
- Handle and resolve up to 100 customer enquiries/complaints per day in line with SLA requirements.
- Deliver accurate, compliant, and high-quality resolutions within tight deadlines.
- Manage a high-volume caseload, ensuring all cases are tracked, progressed, and closed efficiently.
- Prioritize workload effectively to meet competing demands and deadlines.
- Maintain a high level of attention to detail when reviewing and processing cases.
- Provide clear and professional communication to customers across multiple channels.
- Take ownership of complex complaints and escalate where necessary.
- Ensure all resolutions comply with regulatory requirements and internal policies.
- Support continuous improvement by identifying trends and areas for process enhancement.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Experience Required
- Proven experience in a fast-paced, high-volume complaints or customer service environment.
- Strong track record of managing complex complaints and delivering compliant outcomes.
- Experience working to strict SLAs and daily productivity targets.
- Ability to handle large caseloads efficiently with minimal supervision.
- Experience within a regulated environment is highly desirable.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Qualifications & Skills
- Exceptional attention to detail and accuracy.
- Strong multitasking, organization, and time management skills.
- Ability to prioritise effectively under pressure.
- Excellent problem-solving and decision-making abilities.
- Strong written and verbal communication skills.
- High level of resilience and ability to thrive in a fast-paced environment.
- Competent in using multiple systems and managing high volumes of data.
Additional Information
Pay: Bi-weekly
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location