Installations Executive Complaints Advisor
About the position
This role is instrumental in us supporting our installations customers, understanding the root-cause of complaints, and preventing future reoccurrence. Working as part of a team and with the Quality & Aftercare manager, the Installations Executive Complaints Advisors are empowered to resolve customer contacts with a level of autonomy within agreed guidelines. With a “customer-first” mindset, you’ll understand their journey and their communications, building necessary relationships with the customer and internal B&Q stakeholders to provide a swift resolution that encourages customer loyalty.
- Responsibilities
- Handle and resolve complaints from our installations customers that have been sent to the Kingfisher and B&Q Board, as well as legal and financial complaints via the Installations field team and our stores, or from our internal PR Team
- Liaise with store leadership, installations field team and installers to coordinate effective resolutions.
- Work with Installations Quality & Aftercare advisors to identify opportunities for service improvement.
- 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, maintaining communication within agreed SLA’s.
- 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.
- You may be required to undertake other duties from time to time as we may reasonably require.
- Requirements
- Experience of dealing with complex problems and creating simple solutions.
- High levels of organisational skills
- 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.
- Nice-to-haves
- Experience with dispute resolution and/or mediation beneficial but not essential.
- Installations experience beneficial but not essential.
- Benefits
- Pension
- Private Healthcare
- ShareSave
- 6.6 weeks holiday
- award-winning pension scheme
- bonus
- ShareSave options
- 6.6 weeks holiday
- payroll giving
- an Employee Assistance Programme
- shopping discounts
- colleague wellbeing benefits
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