Do you enjoy talking to customers and solving problems?
Location: Birchwood, Warrington Contact Centre (1604) Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD
Type: Permanent
Hours: Full Time, 40 hours per week working rotas between 8am to 8pm Monday to Friday and 8am – 6pm Saturday/Sunday (typically 1 in 4 weekends) including public holidays
Salary: £28,082 per annum plus bonus paid 4 weekly
Start Date: 20th January 2025 (on-site for at least the first 12 weeks, then hybrid working available)
At Currys, we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
We’re looking for a Regulated Customer Complaints Advisor to join our Regulated Complaints team in Warrington.
We pride ourselves on the service we provide, but sometimes our customers have a problem and need a little bit more support. You’ll have the opportunity to provide great customer service at a time when customers need us the most.
You’ll support and guide customers while owning regulated insurance plan issues through to resolution by investigating, managing, and resolving individual complaints for our Republic of Ireland customers. Using your excellent customer service skills, you'll put the customer at the heart of your investigation, ensuring the outcome is fair and consistent in line with regulatory requirements.
If you have some regulated complaints experience or you’re looking to develop your career in this area, this could be your next job as we’ll support, mentor, and train you to make this happen.
Role Overview:
As part of this role, you’ll be responsible for:
* Completing case management ownership of any complaint you handle ensuring the customer liaises with you exclusively
* Providing outstanding customer service and support that turns customers into lifetime loyal customers of Currys
* Handling escalated complaints by considering a logical, empathetic, and customer-focused approach in all cases
* Identifying and capturing the root cause of complaints, to feed back to relevant areas/teams
* Completing all necessary administrative and grandfathering tasks to become a CF8 Controlled function (adjudicating on complaints)
* Completing all annual CPD and role requirements to maintain your qualifications
* Providing supervisory support for all ROI activities within Currys and providing qualified person guidance and direction in respect of all escalated queries, issues, and misrepresentation cases
You will need:
* To be prepared to successfully complete additional qualifications via the Insurance Institute of Ireland (120 hours study in total) and if applicable complete the online APA in Consumer Credit via the Irish Institute of Banking (40 hours study)
* Confident communicator with good negotiation and influencing skills
* Excellent written skills with strong attention to detail
* Excellent problem-solving skills
* Experience in managing complaints through to resolution would be advantageous
We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:
* Performance-related bonus
* Product discounts on the latest tech
* A range of wellbeing initiatives
* Hybrid Working
* 25 days Holiday plus 8 Public Holidays per year
Join our team and we’ll be with you every step of the way, helping you develop the career you want with new opportunities, ongoing training, and skills for life.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table, and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we’ll do our best to help.
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