Customer Relations & Complaints Executive

About the role

We are looking for an experienced Customer Relations & Complaints Executive to join our fast‑paced customer experience team in Hove. You will be the primary point of contact for customers after product delivery or installation, ensuring a smooth after‑care journey and swift resolution of any issues.

Key responsibilities

• Manage customer complaints and after‑care enquiries from first contact to final resolution.
• Act as the main post‑service liaison, coordinating engineer or technician appointments when corrective action is needed.
• Maintain accurate case notes and customer records in the CRM system.
• Collaborate with internal departments to resolve product, service, or delivery issues.
• Monitor and respond to online customer feedback and review platforms.
• Escalate complex cases while retaining ownership of the customer journey.
• Identify trends in complaints to support continuous improvement initiatives.

Required profile

• Proven experience in customer relations, complaints handling, after‑care or similar customer‑facing roles.
• Strong organisational and problem‑solving abilities.
• Excellent communication skills with an empathetic, solutions‑focused approach.
• Ability to work autonomously and manage a full workload within set KPIs.

Required skills

• CRM system proficiency

What we offer

• Competitive salary £27,000‑£32,000 (DOE) plus KPI bonus scheme.
• Permanent, full‑time contract with standard Monday‑Friday hours.
• One Saturday per month on a rota basis (paid or TOIL).
• Opportunities for professional development within a growing business.