Complaints Advisor

Location

Eastleigh, Hampshire | United Kingdom

Job description

Complaints Advisor 

Permanent 

£27,500 + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working (3 days per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Complaints Advisor and you’ll be a big part of this.

This role is instrumental in us supporting our customers, understanding the root-cause of complaints and preventing future reoccurrence. Working as part of a team and with the Executive Complaints Manager, the Complaints Advisors are empowered to resolve customer contacts with a level of autonomy within agreed guidelines.

PLEASE NOTE: THE ASSESSMENT CENTRES WILL TAKE PLACE ON THURSDAY (14th March) AND THURSDAY (21st March). 

• Handle and resolve complaints from our customers that have been sent to the Kingfisher and B&Q Board, as well as legal and discriminatory complaints via the Contact Team and our stores, or from our internal PR Team
• Manage complex complaints and build effective relationships with our internal stakeholders, as well as our business partners in affiliated Finance and Ombudsman groups
• Manage and resolve complaints received via telephone, email and letter
• Understanding the details of complaints and making detailed records on B&Q systems
• Work within agreed guidelines with the autonomy to make decisions and find resolutions
• Work with Executive Complaints Manager on establishing root-cause complaints drivers, working cross functionality and provide reporting to stakeholders to drive continuous improvement

• Experience of dealing with complex problems and creating simple solutions.
• Ideally from a Complaints/call handling background.
• Excellent Communication skills, both written and verbal, across all levels of an organisation.
• A keen eye for detail and recording data with accuracy.
• Effective communication skills across multiple channels.
• Customer focused; understands the needs of internal and external customers, responds promptly and ensures the customer is at the forefront of their thinking.
• Working with others; builds effective relationships with peers outside own team, to provide the best solutions for our customers, not afraid to tackle conflict or confront others when problems occur.

As part of a great team, you’ll be valued for who you are.   We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities . You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more! 

So we can support you during the application or interview process, please contact [email protected] for any recruitment adjustments.

Job tags

Salary

£27.5k per annum