Senior Customer Service Agent- Complex Case Handler

Job description

Summary Press space or enter keys to toggle section visibility Location: Manchester: Job Family: Customer Service & Sales: Job Type: Full Time: Posted Date: 08-May-2026 Salary: £27,000 per year + 20% uplift for Sunday hours Are you great with people and want to make an impact for those that need you most? We’re looking for a highly skilled, customer-obsessed VIP Customer Service Agent to provide world-class service and issue resolution to some of our most complex and highly sensitive customers. You’ll be making sure every interaction exceeds expectations, driving exceptional experiences while capturing insights that support strategic business growth. As part of our VIP Customer Hub, you’ll be tasked with assessing and investigating customer complaints. You’ll listen to customers with empathy, taking full ownership of the process until the customer is satisfied with the resolution you propose. As well as speaking on the phone, you’ll also be tasked with creating final resolution letters; drafting excellent correspondence is a key part of this role. Your ability to understand and promptly address customer complaints will establish you as an expert in this role, fostering trust in us...