Customer Resolutions Expert (Full-Time & Part-Time Opportunities) 

_________________________________________________________

Both full-time (37.5 hours over 5 days) and Part-Time opportunities are available – please express what your preferred hours and working pattern in your application. 

Location: (Until Mid-2026) Abingdon / (Permanent Location) Reading – a short walk from Reading Station. 

Salary: £28,000 + 5% annual bonus (For 37.5 hours per week) 

_________________________________________________________

As a Customer Resolutions Expert, you will be responsible for resolving complex and escalated customer complaints, delivering fair outcomes and exceptional service. Working closely with cross-functional teams, you will investigate issues, identify root causes, and drive lasting resolutions that enhance the customer experience aligned to Miele’s premium brand reputation. 

Who are we? 

Miele is a world leader in the production of premium domestic and commercial appliances. At Miele, we take immense pride, not only in the quality of our appliances but all aspects of customer services. 

Since being founded in 1899 as a family company, Miele has followed its Immer Besser ˜Forever Better” brand promise. This means we will do all that we can to be “forever better” than our competitors and “forever better” than we already are. 

We're looking for an experienced and customer-focused complaints professional with a proven track record of managing complex, high-profile customer issues. The successful candidate will provide support to our contact centre and have strong case management skills with sound judgement, enabling them to investigate complex cases thoroughly, make fair and balanced decisions, and deliver positive customer outcomes.

Complaint Resolution: Take ownership of complex, high-risk, and executive-level complaints from escalation through to resolution, delivering fair, customer-focused outcomes.

Investigation & Decision Making: Conduct comprehensive investigations, assess evidence, identify root causes, and recommend appropriate resolutions.

Customer Communication: Provide proactive, professional, and empathetic communication throughout the complaint journey, keeping customers and stakeholders informed.

Cross-Functional Collaboration: Partner with field teams and support functions to coordinate service recovery activities and achieve timely resolution.

Case Management: Maintain complete and accurate case records within CRM and case management systems, ensuring all actions and decisions are fully documented.

Risk & Compliance Management: Identify and escalate policy, legal, regulatory, and brand risks, ensuring complaints are managed fairly and in line with company standards.

Continuous Improvement: Analyse recurring issues and failure points, using root cause insights to support service improvements and reduce repeat complaints.

What will you bring?

Ideally you are a customer-focused problem solver with a passion for delivering exceptional service and resolving complex issues. Confident managing difficult conversations and high-profile complaints, you combine strong investigative skills with sound judgement to achieve fair and balanced outcomes.

You are highly organised, able to manage multiple priorities, and thrive when working collaboratively across departments to find solutions. With excellent written and verbal communication skills, you build trust with customers and stakeholders alike while maintaining a keen eye for detail and compliance. Most importantly, you are committed team player with a focus on doing the right thing for the customer while protecting and enhancing Miele's premium brand reputation.

What we offer: 

We offer a full-time salary of £28,000  (£14.36 per hour) plus an evolving pay, bonus of up to 5% of salary and benefits package.

We want you to feel you can join a team where we will help you reach your potential, be respected, and perform at your best.

This role is office based and your hours of work  are 37.5 hours for full-time or a relevant variation for part-time roles. You may be asked to work flexibly within these hours and days to accommodate the operational requirements of the business. Initially, your hours of work will be arranged between the hours of 08.00 and 17.30 Monday to Friday. 

Travel to Abingdon: 

We recognise that for colleagues who have an accessible commute to Reading may find travel to our current Abingdon HQ a challenge. As part of the recruitment process, we would be happy to explore arrangements that would support in making the journey to our Abingdon site temporarily until we fully transition to Reading. 

Salary:
£28,000 per annum