Complaints Associate

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.

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, you will:

•Manage complaints across various channels, investigate issues, and provide timely resolutions while adhering to company procedures.

•Respond empathetically to customers, keep them updated on progress, and escalate complex issues when needed.

•Maintain accurate complaint records, analyze trends, and share insights for organizational improvement.

•Follow regulatory and company guidelines, ensuring all interactions meet quality and ethical standards.

•Liaising closely with, Account Managers, CSM's and Support staff

Skills and Experience:

•The ability to maintain professional and calm under pressure will enable you to resolve the issue and exceed the customer's expectations.

•Excellent communication skills written and verbal

•IT literacy with the ability to work with a range of internal systems to gather information and compile information

•The confidence to engage with customers at senior level

•The ability to learn and understand business processes and to relate that to the implemented Access Solution

•Good organizational skills and time management

•Ideally you would also have experience of dealing with customer service.

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. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us We wholeheartedly believe in equality for all and the transformative power of diversity.

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.