Customer Relations Agent

About the role

We are seeking a Customer Relations Agent to join our Customer Operations team in Newcastle upon Tyne. The role focuses on handling complaints and complex queries, investigating issues thoroughly, and delivering clear, professional outcomes that uphold customer trust.

Key responsibilities

• Handle customer complaints and complex queries across multiple channels.
• Investigate issues and support fair, accurate resolutions.
• Communicate outcomes clearly and professionally to customers.
• Maintain accurate case records and ensure timely resolution.
• Identify trends and contribute to continuous improvement of customer operations.
• Collaborate with internal teams to resolve issues effectively.

Required profile

• Previous experience in customer service, customer relations, or complaints handling.
• Strong communication and interpersonal skills.
• Ability to manage multiple cases in a fast‑paced environment.
• Attention to detail and problem‑solving ability.
• Calm and professional demeanor in challenging situations.
• Experience using Microsoft Office and customer systems or databases.

What we offer

• Competitive salary of £14.28 per hour.
• 25 days annual leave plus bank holidays.
• Employer pension contributions.
• Personal healthcare plan and Employee Assistance Programme with 24‑hour GP access.
• Group Income Protection.
• Training and development opportunities with personalised career pathways.
• Supportive, collaborative working environment and company social events.