Purpose of the Role

As a Senior Customer Service Advisor, you will play a pivotal role in protecting and enhancing Pimlico Plumbers’ reputation by delivering exceptional customer service and overseeing the effective resolution of customer complaints.

As the primary point of contact for customer complaints and escalated customer issues, you will be responsible for managing complaints professionally and efficiently, while maintaining the highest standards of customer service. You will take ownership of the complaints process from initial contact through to resolution, ensuring positive customer outcomes and a seamless after-sales support experience.

In addition to complaint handling, you will act as a senior member of the Customer Service team, providing guidance and support to colleagues, assisting with escalations, analysing customer feedback and complaint trends, and contributing to continuous improvement initiatives that enhance customer satisfaction and operational performance.

Experience & Knowledge

• Previous experience within a customer complaints, customer relations, or senior customer service role.
• Experience working within a business-to-consumer (B2C) environment.
• Experience providing exceptional after-sales support and managing customer relationships throughout the customer journey.
• Experience handling escalated complaints and delivering fair and effective resolutions.
• Knowledge of consumer rights legislation and complaint handling best practices.
• Experience within the home services, trades, property maintenance, facilities management, or field-based services industry is highly desirable.
• Strong investigation, root cause analysis, and problem-solving skills.
• Strong analytical skills with experience in data analysis, trend analysis, reporting, and record-keeping.
• Experience producing management information and identifying trends to support business improvements.
• Previous experience mentoring, coaching, or supporting colleagues is desirable.

Key Responsibilities

• Complaint Logging & Documentation
• Complaint Resolution & Ownership
• Thorough Investigations & Root Cause Analysis
• Customer Communication & After-Sales Support
• Customer Satisfaction Assessment
• Service Improvement, Reporting & Analysis
• Online Reputation Management
• Leadership & Team Support

Behaviours & Attributes

• Customer Focused
• Highly Organised with Strong Attention to Detail
• Analytical & Data-Driven
• Strong Problem Solver & Critical Thinker
• Proactive & Hands-On
• Continuous Improvement Mindset
• Influential & Collaborative
• Accountable & Decisive
• Strong Stakeholder Management Skills

Critical Success Factors

Efficient Complaint Resolution

• Resolve all customer complaints within agreed timescales and service level agreements.
• Demonstrate a strong commitment to effective and fair complaint handling.
• Deliver positive customer outcomes whilst maintaining company standards and commercial awareness.
• Effectively manage complex and escalated complaints.

Customer Satisfaction

• Demonstrate empathy, professionalism, and a customer-first approach in all interactions.
• Consistently deliver a positive after-sales customer experience.

Reporting & Record-Keeping

• Maintain accurate and comprehensive complaint records at all times.
• Produce timely and accurate reporting on complaint performance, customer feedback, and service trends.

Review Management

• Respond promptly to customer reviews, both positive and negative, using approved response templates and company guidelines.
• Maximise opportunities to generate positive customer reviews and testimonials.

Continuous Improvement

• Identify recurring service issues through complaint analysis, trend monitoring, and root cause investigations.
• Make recommendations that improve customer experience, operational efficiency, and service quality.

Team Leadership & Development

• Support the development and capability of Customer Service Advisors through coaching, mentoring, and knowledge sharing.
• Act as a trusted escalation point for complex customer cases.
• Promote a culture of customer service excellence, accountability, and continuous improvement.

About us:

Neighborly (yes without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown to be the world’s largest home service company, delivering premium service experiences across homes and businesses, primarily through franchising. In 2010 Neighbourly entered the UK market with the focus of acquiring and developing premium brands within the home service industry.

In the 14 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands with over 4,000 frontline staff. Gaining a strong reputation for investment and franchisee development consistently growing year-on-year.

Our Brands:

• Pimlico Plumbers London

• Drain Doctor

• Bright & Beautiful

• Countrywide Grounds Maintenance

• Dream Doors

• Greensleeves Lawn Care

Brand: