About the role
6 month Fixed Term Contract
Up to £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 an Executive Complaints Advisor and you'll be a big part of this.
Role Purpose: This role is instrumental in 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 Executive Complaints Advisors are empowered to resolve customer contacts with a level of autonomy within agreed guidelines. With a customer-first mindset, understand customer communications and build necessary relationships to provide swift resolution and encourage customer loyalty.
Key responsibilities
Key Accountabilities / Responsibilities:
* Handle complaints from our customers that have been sent to the B&Q Board
* Manage complaints via telephone and email
* Understand the details of complaints and make detailed records
* Work within agreed guidelines with the autonomy to make decisions/find resolutions
* Liaise with the Finance company on complaints regarding finance products
* Work with the Executive Complaints Manager on establishing root-cause complaint drivers
Key Business Relationships:
* Departments within the Customer Management Centre
* Colleagues within Supply Chain/Logistics
* Retail Colleagues
* Finance
* PR/Social Media
Required skills & experience
Required Skills & Experience:
* Experience of dealing with complex problems and creating simple solutions
* Ideally from a complaints/call handling background
* Excellent communication skills, both written and verbal
* A keen eye for detail and recording data with accuracy
* The ability to write well-articulated emails and letters
* 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
What's in it for me?
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 recognize 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, bonus, 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 recruitment@b-and-q.co.uk for any recruitment adjustments.
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