We are looking for a proactive, positive and people-focused Customer Complaints Advisor.
The successful candidate will centrally manage customer feedback across all AM Healthcare Group companies, ensuring every complaint is handled with care, professionalism and urgency.
You will play a key role in strengthening customer trust and shaping service excellence across multiple countries. This is a visible, cross-functional role with real impact where your coordination, positivity and drive will genuinely make a difference. Every compliment is celebrated – you will turn feedback into insight, insight into action, and action into improved customer experience.
If you are someone who believes problems are opportunities, who follows through relentlessly, and who treats people with kindness and respect we would love to hear from you!
Key Responsibilities:
- Oversee and manage all customer feedback (complaints and compliments) across the Group.
- Act as the central liaison between Customer Services, Operations, Logistics, Quality and Commercial teams.
- Ensure investigations are completed thoroughly and responses are delivered within agreed timelines.
- Monitor response times and escalate proactively where service levels are at risk.
- Identify trends, root causes and improvement opportunities.
- Produce and present structured feedback reports to Senior Leadership.
- Provide operational support to UK and French Customer Services teams when required.
- Help foster a culture where feedback is welcomed, valued and acted upon.
Skills and Experience:
Essential:
- Fluent in English and French (written and spoken).
- Experience handling customer complaints, escalations and service recovery.
- Strong coordination and stakeholder management skills.
- Excellent follow-up and organisational ability – you are accountable, take ownership and see things through.
- Naturally collaborative and confident communicating at all levels, across multiple teams and countries.
- Comfortable analysing data and presenting insights clearly.
- Calm under pressure, solution-focused and resilient.
- Structured and detail-oriented, without losing sight of the bigger picture.
- Positive, balanced and constructive – even in challenging situations.
- Kind, empathetic and great with people.
Qualifications:
Essential:
- No formal qualifications are explicitly required – skills, experience and personal attributes are critical!
What We Offer:
- Competitive market salary
- Incremental holiday allowance starting at 35 days, up to 41 days (inclusive of bank holidays)
- Death in Service (3x basic salary)
- Refer a Friend incentive scheme
- Enhanced Family Leave/Pay
- Recognition schemes
- Continuing professional development
How to Apply:
If this sounds like the perfect role for you, we’d love to hear from you! Please submit your CV and a cover letter detailing your suitability for the position to recruitment@am-healthcare.com. Alternatively, you can apply directly through our website – www.amhealthcaregroup.com/careers.
Why Join Us?
At AM Healthcare Group, we are dedicated to enhancing the lives of individuals who rely on mobility and accessibility solutions. As an international group of companies, we provide innovative products and services that make a real difference in people’s daily lives.
We are proud to be an equal opportunities employer with a firm commitment to diversity and inclusion across all areas of our organisation. As a Disability Confident Employer, we actively welcome applications from individuals of all abilities. If you require any support or adjustments during the recruitment process, please do not hesitate to get in touch.
We are also a proud signatory of the Armed Forces Covenant, and we encourage applications from veterans, reservists, and members of the wider armed forces community.
Eligibility to Work in the UK
Please note that applicants must have the right to work in the UK at the time of application. Unfortunately, we are unable to provide visa sponsorship for this role.
