Complaints Advisor en Epos Now Group

Are you passionate about turning customer challenges into positive experiences? Do you thrive on solving problems and restoring customer trust? If so, we’d love to hear from you!

About the Role

As a Complaints Advisor within our service team, You’ll play a critical role in owning and resolving customer queries with empathy, urgency, and care. You will be responsible for investigating issues, collaborating with internal teams, and using your problem-solving and retention skills to deliver positive outcomes. Your work will help us learn, improve, and retain our valued customers.

You’ll serve as the dedicated point of contact for customers who raise concerns or queries that further investigation, ensuring every complaint is handled thoroughly, professionally, and in line with our service standards.

What You’ll Be Doing
✔ Act as the main contact for customers with complaints, leading their case from start to finish
✔ Conduct “Discovery Calls” within 24 hours of complaint assignment to understand the issue and build rapport
✔ Collaborate with internal teams (technical support, sales, operations) to resolve issues quickly and fairly
✔ Deliver complaint outcomes via phone call wherever possible, with a target resolution rate of 3 days
✔ Maintain accurate records and communications in the Complaints Management Platform (CMP)
✔ Use empathy, retention tools, and strong judgement to resolve complaints without escalation
✔ Follow up with customers for feedback and ensure they’re satisfied with the outcome

Essential Skills & Experience
🔹 Exceptional communication and listening skills
🔹 Empathy and emotional intelligence – you genuinely care
🔹 Confident phone manner and ability to handle difficult conversations
🔹 Strong problem-solving and critical thinking abilities
🔹 Organised and process-driven, with attention to detail
🔹 Able to stay calm under pressure and manage multiple complaints at once
🔹 An excellent grasp of our internal products and processes 

If this sounds like the role for you...

• Apply today!

The Interview Process: 

You will receive an invite to an informal phone call with our recruitment team, followed by a 1 stage competency based interview at our Norwich office.