B2C Customer Service and Complaints
- Handle incoming customer enquiries and complaints via phone, email, and digital channels.
- Investigate and resolve complex cases efficiently, in line with company policy and FCA regulations.
- Act as the customer's advocate, ensuring a positive and empathetic experience at every stage.
- Liaise with internal departments and external partners to coordinate solutions.
- Maintain accurate records of all interactions and case resolutions using CRM systems.
- Provide feedback and insight to help enhance products, services, and processes.
- Support continuous improvement initiatives within the customer service function.
- Represent the brand with professionalism, discretion, and a passion for quality.
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