Complaints Associate CX

Benefits

Additional Information

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you. About you: We are seeking a detail-oriented and empathetic Complaints Associate to manage and resolve customer complaints effectively and professionally. In this role, you will act as a key contact point for dissatisfied customers, investigating issues thoroughly, providing resolutions, and ensuring a positive experience where possible. You will also identify trends in complaints to support the organization's continuous improvement efforts. Day to day will: Manage complaints across multiple channels, investigate issues thoroughly, and deliver timely resolutions in line with company procedures. Respond to customers with empathy, provide regular updates on progress, and escalate complex cases when necessary. Maintain accurate complaint records, analyze trends, and share actionable insights to support continuous organizational improvement. Liaise closely with Account Managers, CSMs, and Support teams to ensure coordinated communication and effective issue resolution. Your skills and experiences might also include: Ability to remain calm and professional under pressure, resolving issues effectively and exceeding customer expectations. Excellent written and verbal communication skills, with confidence engaging senior-level stakeholders. Strong IT literacy, able to navigate multiple internal systems to gather and compile relevant information. Well-organized with good time management skills, and ideally experienced in customer service with the ability to quickly understand business processes and relate them to the implemented Access solution. What are we all about? The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. With over 9,300 talented individuals driving innovation and customer excellence, we're shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do . We're committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you're excited about this role - even if your experience doesn't tick every box - you might be exactly who we're looking for. We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.