Location: High Wycombe (Office-Based)
Salary: £26,000 - £30,000 dependent on experience
Hours: Full-time, Monday to Thursday 8:30am-5:00pm, Friday 8:00am-4:00pm
Permanent Role.
About the Opportunity
We are recruiting on behalf of a well-established manufacturing and e-commerce business seeking a Customer Care & Complaints Administrator to join their team in High Wycombe.This is an excellent opportunity for someone with customer service or complaints-handling experience who enjoys solving problems, supporting customers and driving continuous improvement. You will take ownership of customer complaints and after-sales queries from initial contact through to resolution, ensuring a positive customer experience while helping to identify and prevent recurring issues.The RoleAs the main point of contact for customer complaints and after-sales enquiries, you will work closely with internal teams, warehouse and logistics partners to investigate issues, resolve concerns efficiently and maintain high service standards.Key Responsibilities
Complaint Handling
Act as the first point of contact for customer complaints received via phone, email, website, live chat and online marketplaces.
Accurately log complaints, including order details, photographs and supporting evidence.
Investigate issues with internal departments, including production, warehouse and sales teams.
Agree and implement suitable resolutions, including replacements, returns, credits and refunds.
Keep customers informed throughout the process and ensure cases are resolved within agreed timescales.
Produce professional, empathetic and solution-focused written responses.
Delivery & Logistics Support
Manage late, lost or damaged deliveries.
Liaise with courier partners regarding claims and investigations.
Arrange returns, collections and replacement deliveries.
Returns & Refunds
Process approved refunds and customer credits through relevant payment systems.
Handle marketplace returns, disputes and feedback within required deadlines.
Customer Support
Assist customers with after-sales enquiries, including order updates, product guidance and general support.
Support colleagues with inbound calls and shared inbox management during busy periods.
Quality & Continuous Improvement
Record complaints and non-conformances in line with quality procedures.
Track corrective actions through to completion.
Produce monthly reports covering complaint volumes, causes, costs and resolution times.
Identify recurring issues and recommend improvements to products, packaging, processes or customer information.
What We're Looking For
Essential Skills & Experience
Previous experience in customer service, customer care or complaints handling.
Excellent telephone manner and confidence dealing with challenging situations professionally.
Strong written communication skills with a high standard of English.
Excellent organisational skills and attention to detail.
Ability to manage multiple cases simultaneously.
Good working knowledge of Microsoft Office and customer management, order processing or ticketing systems.
A proactive, problem-solving approach with a focus on identifying root causes.
Desirable
Experience within manufacturing, e-commerce or trade supply environments.
Experience using online marketplace seller tools.
Knowledge of online payment platforms.
Experience managing courier claims.
Awareness of quality management systems or non-conformance processes.
What's on Offer
Competitive salary of £26,000 - £30,000 depending on experience.
Full training on products, systems and processes.
Opportunity to join a successful, established business with a strong customer-focused culture.
Varied and rewarding role with real responsibility and ownership.
How to Apply
If you are an organised and customer-focused professional who enjoys problem-solving and delivering excellent service, we'd love to hear from you.
Toni Francis | (phone number removed) | (url removed)
Salary description
£26000.00 - £30000.00 per year