Customer Complaints Advisor

Help Shape Exceptional Customer Experiences

At ROI, we're helping shape the future of fleet by combining people, technology and industry expertise to solve complex challenges for some of the biggest names in automotive. As the UK's leading automotive support agency, we partner with over 70% of automotive brands, delivering customer engagement, technology, insight and marketing solutions that drive measurable results.

As we continue to grow, we're looking for a Customer Complaints Advisor to join our team supporting one of our long-standing automotive partners, Kia.

If you're someone who enjoys solving problems, takes ownership of customer outcomes and thrives in a fast-paced environment, this is an opportunity to make a genuine impact. Every conversation you have helps strengthen customer relationships and contributes to the success of both our clients and our business.

The role

As a Customer Complaints Advisor, you'll support customers across multiple channels including phone, email and webchat, delivering professional, empathetic and efficient resolutions.

Working as part of a collaborative, high-performing team, you'll take ownership of customers from start to finish, ensuring every interaction reflects the high standards our customers expect.

This is a varied and fast-paced role where you'll manage a high volume while maintaining excellent attention to detail and meeting service level expectations.

No two days are the same, so we're looking for someone who stays calm under pressure, communicates confidently and genuinely enjoys helping people.

What You'll Be Doing

• Managing customer complaints and enquiries via telephone, email and webchat.
• Taking ownership of cases through to resolution.
• Investigating customer concerns with accuracy and attention to detail.
• Delivering fair and timely outcomes while balancing customer needs with business requirements.
• Working to service level agreements and quality standards.
• Collaborating with colleagues and sharing knowledge to deliver the best customer experience.
• Continuously developing your knowledge and skills to deliver outstanding service.

We're looking for people who combine empathy with confidence and enjoy finding solutions.

You'll ideally have:

• The ability to understand situations from the customer's perspective.
• Excellent written and verbal communication skills.
• A calm, resilient and positive approach when handling challenging conversations.
• Strong organisational skills with excellent attention to detail.
• A proactive approach to problem-solving.
• Good negotiation skills and sound judgement.
• A collaborative mindset with a willingness to support others and share knowledge.
• A desire to learn, adapt and continuously improve.

We believe great people deserve a great experience too.

Our benefits include:

• £500 annual Health & Wellbeing Allowance to spend on your physical or mental wellbeing.
• Hybrid working following training.
• Team social events.
• Free parking.
• Access to Education Bursaries to support your personal and professional development.
• Birthday day off plus a birthday voucher.
• Company pension.
• Healthcare plan.
• Annual leave that increases with service.
• Employee car purchase schemes.

At ROI, you'll have the opportunity to do meaningful work that makes a visible difference. You'll be trusted to take ownership, supported by experienced colleagues who value collaboration over ego, and encouraged to keep learning as technology continues to transform our industry.

We're building teams that embrace curiosity, adaptability and continuous improvement, creating rewarding careers in a business that's helping shape the future of fleet.

If you're looking for a role where your work has real impact and you can continue to grow your career, we'd love to hear from you.

Apply today and become part of our journey.

Operating in the UK & Europe across five sites, ROI delivers a range of outsourced solutions across marketing, tech, people operations and insight to our Automotive clients, resulting in increased operational efficiency, sales and customer satisfaction.