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Customer Service Advisor

Published 15 August 2023
Up to £20020.00 per annum
Leicester, Leicestershire
Job Starts: 15th August 2023
Office and Commercial Support

Job Description


Macildowie are currently recruiting for a Complaints Handler working for a growing organisation based in Leicester. Reporting to the Operations Manager, you will be the primary escalation point for department complaints, ensuring workload is managed in a compliant and efficient manor with a key focus on ensuring our partners regulatory requirements are upheld whilst completing and assessing root cause actions and providing a fair outcome for our customers.

This is a permanent full time position which offers hybrid working.


Primary Complaints escalation point

Resolving / re-allocating complaints within strict compliance timelines in an efficient and empathetic manor

To ensure customer and third parties are kept up to date on their complaints accordingly

Root cause trend analysis ensuring operational feedback is provided and actioned to reduce future complaints

Assessment of complaint detail including insurance conditions and handling of claim

Develop relationships across the wider business / third parties to facilitate gathering of information needed to provide expert advice when resolving complaints

Communication of complaint outcomes via phone / e-mail as necessary

Management Information output

Engaging with department Management to ensure efficient resolution of complaints is maintained and communicated

Stakeholder management of third-party relationships and co-operation to ensure complaint resolution

Ability to make appropriate decisions regarding financial compensation


In order to be considered you must have experience of handling customer complaints. You must have strong communication skills and be IT literate.

Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.

Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.

If you would like information on how we will process your data please go to our website ( and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.

Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at

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