Customer Service / Complaints Advisor

Join a Leading Parcel Distribution Company – Customer / Client Services Team

Location: Smethwick, Birmingham Pay Rate: £12.71 per hour increasing to £13.27 after 12 weeks Hours: Monday to Friday, 08:00–18:30 (staggered start times, 8-hour shifts) Office based - Temporary on-going - long term contract

Are you a skilled Customer Service professional with a passion for problem-solving?

Are you available immediately?

Careerlink is currently recruiting experienced individuals to join the Customer Service / Complaints Team of a well-established parcel distribution company. If you're confident handling complex queries, thrive in a fast-paced environment, and can commute to Smethwick – we want to hear from you!

What’s in It for You?

Your Day-to-Day Responsibilities

• Monitor and manage email queues, responding to customer/client enquiries and issues within our elite email support system - ensuring timely responses.

• Handling complaints queries via the telephone, email and Chatbot

• Perform track and tracing activities to provide customers with accurate delivery and collection status updates.

• Collaborate with internal teams and potentially communicate with depots for problem resolution.

• Assist in managing an influx of customer calls, if required, after training.

• Promptly identifying and resolving issues.

• Ensure all Key Performance Indicators (KPIs) are met, including Average Handling Time and Call Service Response Times.

• Strive for first-time issue resolution, maintaining a high level of quality and compliance.

What We’re Looking For Experience & Skills

• Proven experience in handling customer/client complaints (essential)

• Strong verbal and written communication skills

• Confidence in de-escalating challenging situations

• Ability to stay calm and focused under pressure

Personal Attributes

• Empathetic, patient, and emotionally resilient

• Proactive and solutions-focused mindset

• Excellent multitasking and attention to detail

• A team player who thrives in a dynamic environment

Ready to Take the Next Step? Send us your CV along with your availability for interview – we look forward to meeting you!

Job Types: Temporary, Temp to perm

Benefits

• Free parking

• On-site parking