Customer Relations Support

Customer Relations Support
Hybrid Complaints, Legal Support & Business Operations Role

Location: Chelmsford, CM1
Salary: Up to £35,000 per annum
Hours: Monday to Friday, 9:00am – 6:00pm
Holiday: 21 days annual leave + 8 bank holidays

About the Role

We are seeking a highly organised and professional Customer Relations Support individual to join our Compliance, Legal & Business Operations team. This is a unique opportunity for someone with experience in customer complaints, compliance, legal administration, or dispute resolution to play a key role in protecting and enhancing the company’s reputation.

Reporting directly to the Senior Business Executive, you will act as a central point of contact for escalated customer concerns, regulatory complaints, and legal matters, while also supporting wider business operations and compliance activities.

This varied and rewarding role offers the opportunity to work across customer relations, legal support, compliance, and business administration, making a real impact on both customer outcomes and business performance.

Key Responsibilities
Customer Relations & Complaints Management
Act as the primary contact for escalated customer complaints and complex aftersales issues.
Manage customer cases from initial escalation through to successful resolution.
Investigate disputes by reviewing documentation, gathering evidence, and liaising with internal teams.
Resolve customer concerns professionally and efficiently before escalation to formal complaints or legal proceedings.
Ensure complaints are handled in accordance with company procedures and regulatory requirements.
Work closely with customer service teams to deliver fair and timely outcomes.

Legal & Regulatory Support
Provide paralegal-style support on legal, regulatory, and compliance matters.
Assist with small claims cases, preparing correspondence, evidence packs, and supporting documentation.
Draft formal responses relating to complaints, legal notices, and regulatory enquiries.
Maintain organised and confidential legal and compliance records.
Support the Legal Case Handler with complex disputes and risk management activities.
Assist the business in maintaining compliance with consumer legislation and regulatory obligations.
Business Operations Support
Provide administrative and operational assistance to the Senior Business Executive.
Support compliance processes, contract administration, and policy documentation.
Assist with cross-functional projects involving customer care, compliance, and operational improvements.
Contribute to governance, regulatory, and business improvement initiatives.

Reporting & Administration
Maintain accurate records of complaints, disputes, and legal matters.
Track case progress and ensure all documentation is properly managed.
Prepare reports highlighting trends, recurring issues, and potential business risks.
Support the continuous improvement of customer resolution and compliance processes.

About You
Essential Skills & Experience
Previous experience handling customer complaints, disputes, or case management.
Strong administrative and organisational skills.
Excellent written and verbal communication abilities.
Ability to investigate issues thoroughly and identify practical solutions.
Capable of managing multiple cases and priorities simultaneously.
Professional, calm, and confident approach when dealing with sensitive matters.
Proficient in Microsoft Office applications.
Desirable Experience
Experience within the automotive or motor trade sector.
Background in legal administration, compliance, regulatory, or paralegal environments.
Knowledge of dispute resolution and small claims processes.
Understanding of consumer rights legislation.
Awareness of FCA regulations and compliance requirements.

What’s On Offer?
Salary up to £35,000
Hybrid working arrangement
Monday-Friday working hours (9am-6pm)
21 days holiday plus bank holidays
Varied and challenging role with genuine career development opportunities
Opportunity to work closely with senior business leaders
Supportive and collaborative working environment

If you’re a detail-oriented professional with a passion for customer resolution, compliance, and business support, we’d love to hear from you

Requirements

Previous experience handling customer complaints, disputes, or case management.
Strong administrative and organisational skills.
Excellent written and verbal communication abilities.
Ability to investigate issues thoroughly and identify practical solutions.
Capable of managing multiple cases and priorities simultaneously.
Professional, calm, and confident approach when dealing with sensitive matters.
Proficient in Microsoft Office applications.
Desirable Experience
Experience within the automotive or motor trade sector.
Background in legal administration, compliance, regulatory, or paralegal environments.
Knowledge of dispute resolution and small claims processes.
Understanding of consumer rights legislation.
Awareness of FCA regulations and compliance requirements.

Benefits

Salary up to £35,000
Hybrid working arrangement
Monday-Friday working hours (9am-6pm)
21 days holiday plus bank holidays
Varied and challenging role with genuine career development opportunities
Opportunity to work closely with senior business leaders
Supportive and collaborative working environment