Claims & Complaints Advisor (Customer Service)

Location: Onsite in Cheltenham, United Kingdom.

Salary: £28,000 per year, subject to skills and experience, plus benefits including an annual bonus and flexible benefits platform access.

Company

hirify.global Mira designs and manufactures bathroom products through the Mira Showers, Rada Controls, and Recoup brands.

What you will do

• Handle escalated customer complaints and deliver resolution and service recovery through phone and email.
• Manage site investigations involving property damage or personal injury, including incident checklists, Salesforce work orders, records, follow-up, and customer updates.
• Coordinate investigations, service visits, and outcomes with Planning, Engineering, Legal, Warranty, technical experts, and other internal stakeholders.
• Report findings and case progress to internal stakeholders including hirify.global U.S. teams, CPD, SLT, Legal, and Warranty.
• Support financial claims resolution by raising payments and working with customers, senior management, insurers, solicitors, and legal teams.
• Identify incident patterns to support early-warning systems and continuous improvement, while assisting the Contact Centre with calls and administration as needed.

Requirements

• Strong communication and customer service skills, especially in high-stress or sensitive situations.
• Excellent record-keeping, reporting, attention to detail, and complex case-documentation skills.
• Collaborative, self-motivated, solution-focused decision maker able to remain calm during challenging interactions.
• Understanding of GDPR and data protection when handling customer information.
• Demonstrated understanding of Mira products and the end-to-end service process.
• Basic understanding of consumer law relating to product issues and customer complaints.
• Competence in Salesforce, SAP, Microsoft Outlook, Word, and Excel.

Nice to have

• Familiarity with Riskonnect.

Culture & Benefits

• Collaborative, forward-focused customer service team with a commitment to customer satisfaction, innovation, and inclusion.
• Competitive total rewards package supporting health and wellbeing.
• Annual bonus, flexible benefits platform, and career growth and development opportunities.
• Diverse and inclusive workplace with a strong culture of innovation.

Hiring process

• Applicants requiring adjustments during recruitment can contact talentacquisitionuk@hirify.global.com.
• Recruitment agencies may submit candidates only when formally requested through hirify.global’s Preferred Supplier List; unsolicited agency CVs will not be accepted.