Customer Service & Complaints Handler
Location: Lincoln (Hybrid)
Salary: £24,375 - £26,375 per annum + quarterly team-based bonus
Type: Full-time, Permanent
Schedule: Monday to Friday, 08:00-16:00
Start Date: ASAP

Overview:
A well-established organisation in the education and food services sector is seeking a dedicated and proactive individual to join their customer service team. This role is primarily office-based, focusing on complaint resolution and customer account management, with a strong emphasis on delivering exceptional service to a wide customer base including educational institutions and supply chain partners.

While the position can be performed remotely, successful candidates must complete a 2 to 4-week in-person onboarding and training period at the company's head office in Lincoln.

Key Responsibilities:

• Handle customer and supplier calls and emails professionally and within set KPIs

• Manage complaints effectively, taking an account management approach to resolution

• Liaise with customers and third-party suppliers (e.g. delivery partners) to resolve service issues

• Maintain accurate records and updates within the company's CRM and ERP systems

• Support other team functions including reporting, project work, and proactive outreach

• Develop a good understanding of industry-specific systems and reimbursement schemes

• Carry out general administrative tasks using Microsoft Office applications and internal systems

• Participate in continuous professional development and contribute to a positive team culture

Skills & Experience Required:

• At least 2 years of experience in a call centre or customer service environment (inbound and outbound)

• Strong background in complaints handling and account management

• Excellent communication skills, both written and verbal

• Confident using data systems including MS Office, SharePoint, OneDrive, and ERP systems (e.g., NAV)

• Ability to work autonomously and handle pressure in a fast-paced environment

• Team-oriented with a flexible and proactive approach to problem solving

Benefits Include:

• Performance-related bonus scheme

• Company pension

• Health & wellbeing programme

• On-site parking

• Employee discount

• Sick pay

• Company social events

• Hybrid and remote working options

Application Requirements:
Candidates must be able to commute to Lincoln for initial onboarding and training. A background in customer service and complaints resolution within a similar office-based environment is essential.

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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 macildowie.com.