Job Description:

Vacancy Specification

We have an exciting opportunity to join our Customer Services Department as a Senior Customer Services Advisor. Reporting to the Customer Service Assistant Manager, the Senior Advisor will take ownership of serious and escalated customer complaints, using sound judgement, knowledge and initiative to deliver fair, accurate and timely outcomes.
The role will also provide practical support to Customer Service Advisors and work with internal teams, suppliers, warranty providers and external services to resolve customer issues and identify opportunities for improvement.

If you're a hardworking individual that's ready to kick-start your career with an award-winning employer, apply to join #TeamAldi today!

Your New Role

• Investigate and resolve complex, serious and escalated complaints in line with departmental procedures and agreed authority levels.
• Adapt communication to the individual customer while maintaining a professional and consistent Aldi tone.
• Take ownership of cases through to resolution, ensuring actions, decisions and customer records are clear, accurate and complete.
• Identify and escalate complaint trends, recurring issues and potential customer, operational, commercial or reputational risks.
• Provide guidance and practical support to Customer Service Advisors on complex cases, processes and escalation routes.
• Maintain effective working relationships with internal stakeholders, suppliers, warranty providers and external services.
• Contribute to departmental KPIs, quality, compliance and continuous improvement activity.

About You

• Experience working in a customer service or complaints resolution environment.
• Proven ability to independently investigate, manage and resolve complex or escalated customer cases.
• Strong communication skills, with experience delivering sensitive or challenging outcomes clearly and professionally, both verbally and in writing.
• Demonstrated ability to balance competing priorities while maintaining service, quality and compliance standards.
• Experience maintaining accurate and detailed customer and case records.
• Ability to identify potential risks, exercise sound judgement, and escalate issues appropriately when required.
• Complex complaint investigation and resolution.
• Customer-focused decision-making and sound judgement.
• De-escalation and management of challenging customer interactions.
• Clear, accurate and professional written communication.
• Case ownership, risk identification and appropriate escalation.
• Understanding of quality, compliance, SLA and KPI requirements.
• Able to work independently and make balanced decisions within agreed procedures and authority levels.
• Well organised and able to prioritise urgent, high-risk and time-sensitive cases.
• Resilient and professional when managing challenging or sensitive situations.
• Able to adapt communication for customers, colleagues, suppliers and senior stakeholders.
• Strong attention to detail and a collaborative approach.
• Confident providing constructive guidance and support to Advisors.
  Desirable:
• Relevant qualification in customer service, complaint handling, or business administration.
• Training in conflict resolution, de-escalation, and supporting vulnerable customers.
• Experience managing complex, high-risk, and senior-level complaints, working with suppliers and stakeholders, and identifying complaint trends and improvements.
• Strong root-cause analysis skills and knowledge of consumer protection principles.
• Experience in quality assurance, advisor performance support, and retail, product complaint, or warranty processes.
• Ability to drive process, customer experience, and performance improvements.
• Proficient in customer service systems, Microsoft Office, and reporting and analysis tools.

What You'll get in Return

• Salary starting from £30,065
• 12 Month Fixed Term Contract
• Monday to Friday, 8:00am to 4:00pm, with the opportunity of 2 days a week remote working
• 5 weeks' annual leave plus Bank Holidays
• In office flexi-time
• Full training provided
• Pension scheme
• Private employee medical insurance after 4 years
• Company sick pay scheme
• Company maternity, paternity and adoption pay after 1 year
• Long service rewards
• Access to MyBenefits, where you can find a wide range of benefits, including our bike to work scheme, shopping and cinema discounts, health cash plan, a FREE will, travel and discounted gym memberships, as well as a host of benefits to support your financial and wellbeing needs
• Access to a free,24/7, confidential virtual GP service for all Aldi Colleagues and their children (under the age of 16)

*You'll need to live within 90 minutes of your main working location

*Please be aware that this role does not fulfil the requirements for visa sponsorship

Aldi is an equal opportunities employer. We're committed to maintaining a diverse and inclusive workforce and are dedicated to promoting a culture of inclusion, providing an environment in which collaboration, respect and fairness are essential. We value diversity and are dedicated to treating all of our colleagues and prospective colleagues fairly and with respect.

If you're looking for a career that gives you more, apply today!