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Customer Care & Complaints Administrator

Posted: 07/10/26
Recruiter:Pertemps Milton Keynes
Reference:3191300107
Type:Permanent
Salary:£26,000 - £30,000 Annual
Location:High Wycombe, Buckinghamshire
Description: Customer Care & Complaints Administrator

Location: High Wycombe (Office-Based)
Salary: £26,000 - £30,000 dependent on experience
Hours: Full-time, Monday to Thursday 8:30am-5:00pm, Friday 8:00am-4:00pm
Permanent Role.

About the Opportunity
We are recruiting on behalf of a well-established manufacturing and e-commerce business seeking a Customer Care & Complaints Administrator to join their team in High Wycombe.This is an excellent opportunity for someone with customer service or complaints-handling experience who enjoys solving problems, supporting customers and driving continuous improvement. You will take ownership of customer complaints and after-sales queries from initial contact through to resolution, ensuring a positive customer experience while helping to identify and prevent recurring issues.The RoleAs the main point of contact for customer complaints and after-sales enquiries, you will work closely with internal teams, warehouse and logistics partners to investigate issues, resolve concerns efficiently and maintain high service standards.Key Responsibilities

Complaint Handling
  • Act as the first point of contact for customer complaints received via phone, email, website, live chat and online marketplaces.

  • Accurately log complaints, including order details, photographs and supporting evidence.

  • Investigate issues with internal departments, including production, warehouse and sales teams.

  • Agree and implement suitable resolutions, including replacements, returns, credits and refunds.

  • Keep customers informed throughout the process and ensure cases are resolved within agreed timescales.

  • Produce professional, empathetic and solution-focused written responses.

Delivery & Logistics Support
  • Manage late, lost or damaged deliveries.

  • Liaise with courier partners regarding claims and investigations.

  • Arrange returns, collections and replacement deliveries.

Returns & Refunds
  • Process approved refunds and customer credits through relevant payment systems.

  • Handle marketplace returns, disputes and feedback within required deadlines.

Customer Support
  • Assist customers with after-sales enquiries, including order updates, product guidance and general support.

  • Support colleagues with inbound calls and shared inbox management during busy periods.

Quality & Continuous Improvement
  • Record complaints and non-conformances in line with quality procedures.

  • Track corrective actions through to completion.

  • Produce monthly reports covering complaint volumes, causes, costs and resolution times.

  • Identify recurring issues and recommend improvements to products, packaging, processes or customer information.

What We're Looking For
Essential Skills & Experience
  • Previous experience in customer service, customer care or complaints handling.

  • Excellent telephone manner and confidence dealing with challenging situations professionally.

  • Strong written communication skills with a high standard of English.

  • Excellent organisational skills and attention to detail.

  • Ability to manage multiple cases simultaneously.

  • Good working knowledge of Microsoft Office and customer management, order processing or ticketing systems.

  • A proactive, problem-solving approach with a focus on identifying root causes.

Desirable
  • Experience within manufacturing, e-commerce or trade supply environments.

  • Experience using online marketplace seller tools.

  • Knowledge of online payment platforms.

  • Experience managing courier claims.

  • Awareness of quality management systems or non-conformance processes.

What's on Offer
  • Competitive salary of £26,000 - £30,000 depending on experience.

  • Full training on products, systems and processes.

  • Opportunity to join a successful, established business with a strong customer-focused culture.

  • Varied and rewarding role with real responsibility and ownership.

How to Apply

If you are an organised and customer-focused professional who enjoys problem-solving and delivering excellent service, we'd love to hear from you.
Toni Francis

Recruiting now

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