Watford | £25,000pa + Bonus | Permanent

Cassidy Jones Recruitment are proud to be working in partnership with a leading brand, recruiting for a Customer Relations and Admin Supervisor to join their team in Watford.


Our client are looking for an effective communicator, with the ability to ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process. You’ll be responsible for investigation, resolution and reporting of all customer related complaints.


The Role:

  • To manage the resolution of customer complaints, within given timescales. 

  • To be the second point of contact for all customer complaint related issues.

  • Liaise with the CSC Manager on a weekly basis and report on the level of customer complaint resolutions.

  • Maximizing customer satisfaction and ensuring full communication at all times.

  • Provide complaint trends and communicate lessons learnt to the CSC Manager. 

  • To input all complaints onto the CRM database, reporting and seeing through to completion. 

  • Escalate all unresolved issues/complaints to your line manager.

  • Complaint analysis reporting.

  • Receive, date stamp and review all correspondence via electronic format or post and log onto the CRM.

  • Relevant checks are completed to investigate the nature of correspondence to correctly identify the appropriate response i.e. cancellation letter, letter of rejection or appeal.

  • Prepare case information for appeals service

  • Provide weekly updates and analysis on appeal outcomes.




  • Experience in Complaint handling (written and verbal) essential.

  • Administration Experience.

  • Excellent Customer Service Skills.

  • Good working knowledge of Word, Excel and PowerPoint.

  • Knowledge of office equipment, e.g. telephone systems use, faxes, photocopiers, etc.

  • Excellent communication skills.

  • Ability to work as part of a team and use initiative.

  • Professional attitude and behaviour.



Hours are 42.5 a week, Monday to Friday. Hours are usually 9-5.30 (some flexibility as may need to cover the odd early shift (7am) or start at 8am).


Please apply by sending your CV as a Word Document. Cassidy Jones Recruitment Ltd are acting as an Employment Agency on behalf of our Client. 


Although we aim to respond to every Candidate, please note that due to the high volume of applications, we may not be able to notify all unsuccessful candidates. Please assume that if you have not heard within two weeks, your application has not been successful this time. 



0203 7632 889

©2015 by Cassidy Jones Recruitment Ltd.