Customer Resolutions Advisor in Pentre Maelor, Wrexham

Complaints & Customer Retentions Advisor

Are you a natural problem-solver with a talent for turning challenging conversations into positive outcomes? Do you thrive in a fast-paced environment where your communication skills genuinely make a difference? If so, this could be just the opportunity you are looking for ! 

About the Role

As a Complaints & Customer Retentions Advisor, you’ll be the voice of our business — supporting customers, resolving issues with empathy and accuracy, and protecting customer loyalty. You’ll handle a mix of inbound queries, escalated complaints, and retention conversations, ensuring every customer feels heard, valued, and supported.

Day to day responsibilities :

• Managing customer complaints from first contact to resolution

• Investigating issues thoroughly and fairly

• Delivering clear, confident communication across phone and email 

• Identifying opportunities to retain customers and rebuild trust

• Working closely with internal teams to resolve complex cases

• Recording accurate case notes and following compliance processes

• Turning negative experiences into positive long-term relationships

What We’re Looking For

• Strong communication and active-listening skills

• A calm, professional approach — even under pressure

• Experience in complaints handling, customer service, or retention (preferred)

• Ability to negotiate, influence, and reassure

• Problem-solving mindset with excellent attention to detail

• Confidence using CRM systems and managing case workflows

What You’ll Receive

• Competitive salary of £27-30k DOE

• Full training and ongoing development

• Supportive team culture

• Opportunities for career progression 

• Company benefits package

Ready to Make an Impact?

If you’re passionate about delivering exceptional customer experiences and you’re motivated by resolving issues and keeping customers loyal, we’d love to hear from you. Apply today !