Agent Service Business Support

Miele
Reading
Workplace: OnsiteFull timeGBP 28,000+ annuallyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Judgement","Case management","Communication","Teamwork"]

Resolve complex, escalated, high-risk customer complaints end-to-end, conducting thorough investigations to identify root causes and deliver fair outcomes. Manage executive-level cases using CRM and case management systems while providing proactive, empathetic communication to customers and stakeholders. Partner with field and support teams for service recovery, manage policy/legal/brand risk appropriately, and use recurring issue insights to drive continuous improvement in customer experience.

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FursaFursa
Miele
Miele
6 hours ago

Agent Service Business Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Resolve complex, escalated, high-risk customer complaints end-to-end, conducting thorough investigations to identify root causes and deliver fair outcomes. Manage executive-level cases using CRM and case management systems while providing proactive, empathetic communication to customers and stakeholders. Partner with field and support teams for service recovery, manage policy/legal/brand risk appropriately, and use recurring issue insights to drive continuous improvement in customer experience.
Location: Reading
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Take ownership of complex, high-risk, executive-level customer complaints from escalation through resolution, delivering fair outcomes.
  • •Conduct comprehensive investigations, assess evidence, identify root causes, and recommend appropriate resolutions.
  • •Provide proactive, professional, and empathetic communication throughout the complaint journey to keep customers and stakeholders informed.
  • •Collaborate with field teams and support functions to coordinate service recovery activities and achieve timely resolution.
  • •Maintain complete case records in CRM and case management systems, and manage policy/legal/regulatory/brand risks appropriately.

Pay and Benefits

Salary: GBP 28,000 annually

Key Requirements

  • •Proven experience resolving complex, high-profile customer complaints and escalations with fair, customer-focused outcomes.
  • •Strong case management skills with sound judgement for investigating complex issues and making balanced decisions.
  • •Confident handling difficult conversations and managing executive-level complaints.
  • •Excellent written and verbal communication skills, including proactive and empathetic customer/stakeholder updates.
  • •Strong organisational skills and the ability to work collaboratively across departments while maintaining attention to detail and compliance.
Skills:Problem-solvingJudgementCase managementCommunicationTeamwork
Tech Stack:CRMCase management systems

Company Brief

Miele
Manufacturer of premium domestic and commercial appliances including washers, dryers, dishwashers, ovens, and vacuum cleaners, known for engineering quality, longevity, and innovative household technologies.
Industry: Home Appliances
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Bootstrapped
Headquarters: Gütersloh, Germany
Founded: 1899
WebsiteLinkedIn