Complaints Advisor

As our Complaints Advisor, you'll manage customer complaints from initial contact through to final resolution, ensuring every customer receives a professional, fair and timely outcome.
This is a fantastic opportunity for someone who enjoys problem-solving, influencing stakeholders, and driving improvements that genuinely enhance the customer experience.
What you'll be doing
You'll:
Investigate complex customer complaints across multiple business areas
Liaise with customers, internal stakeholders and external partners to gather information and resolve issues
Own cases through to resolution or deadlock
Calculate redress and compensation where appropriate
Work closely with senior stakeholders to support fair and consistent decision-making
Identify complaint trends and recommend improvements to reduce future issues
Liaise with external regulatory and dispute resolution bodies including CISAS and Ofcom when required
Champion a customer-first culture and support continuous improvement initiatives across the business

We're interested in people who are naturally curious, resilient and passionate about delivering great customer outcomes.
You'll likely have:
Experience in a phone based customer service orientated role
Strong investigation, problem-solving and decision-making skills
Excellent written and verbal communication skills
The ability to influence stakeholders at all levels
Strong organisational skills and attention to detail
A proactive approach to identifying improvements and preventing complaint reoccurrence
Confidence working under pressure and managing multiple priorities
Our dream candidate will also have
Experience handling complaints or escalations within a customer-focused environment
Experience within a regulated environment

Onecom is the UK's leading business technology provider, shaping the way we work, connect, communicate and operate.
You will join a multi-award-winning company, with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen, Be Respectful, Build Relationships, Make it Happen, Work Smart, Be Amazing.

Holidays: 25 days + bank holidays and buy/sell options
Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
Lifestyle: 9% combined pension contribution and 4x salary life assurance
Rewards: Quarterly and annual employee awards, discounts on tech
Socials: All-expenses-paid company events
Development: In-House Training Academy
Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support
Everyone belongs at Onecom
We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. That's why we're committed to creating an environment where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from people of all backgrounds, experiences, identities, and perspectives.
We're the UK's leading business telephony and cloud communications provider.
Delivering IT services, contact centre technology, unified comms, fixed-line voice, connectivity, and managed cloud solutions.