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- Tasks: Support customers with complex issues, providing tailored solutions and maintaining clear communication.
- Company: Wickes is a leading home improvement retailer with a collaborative and inclusive culture.
- Benefits: Enjoy a competitive salary, bonuses, and a fun work environment with opportunities for growth.
- Why this job: Join a passionate team dedicated to exceeding customer expectations and making a real impact.
- Qualifications: Strong listening skills, empathy, and experience in customer service or dispute resolution are essential.
- Other info: Work on-site initially, with shifts including weekends and a supportive team atmosphere.
The predicted salary is between 20800 - 31200 ÂŁ per year.
Job Title: Customer Care AdvocateSalary: Up to ÂŁ26,000 + bonus + benefits Job Type: Full Time
We’re Hiring – Customer Care Advocate
Location: Northampton: The role will initially be working 5 days on site until probation period has been completed.
Shifts: 8am–5pm and 10am–7pm, 1 in 4 Saturdays (with a day off in the week)
At Wickes, we’re passionate about our customers — not just meeting expectations but exceeding them. We’re on the lookout for a Customer Care Advocate who puts people at the heart of every decision and thrives on creating genuinely exceptional experiences. If you believe every customer interaction is an opportunity to make someone’s day, you might be just who we’re looking for.
What you’ll be doing:
As a Customer Care Advocate, you’ll support our customers through some of their most complex issues with warmth, clarity, and care. Your role is about more than resolving complaints — it’s about listening, empathising, and delivering thoughtful, personalised solutions that build trust and loyalty.
You’ll be the voice of Wickes, taking ownership of high-level cases — from finance-related queries to ombudsman escalations and sensitive PR matters — ensuring every resolution is handled with integrity, fairness, and a focus on doing what’s right.
Your day-to-day will include:
- Thoughtfully investigating customer concerns to understand not just the “what,” but the “why.
- Offering tailored, compassionate solutions that reflect our brand values and commitment to service excellence.
- Guiding customers through complex issues including financial disputes, legal claims, and escalated complaints with transparency and care.
- Collaborating across departments — from legal to logistics — to ensure holistic, timely solutions.
- Representing Wickes in external conversations, including ombudsman cases, with professionalism and clarity.
- Maintaining consistent and empathetic communication, keeping customers informed and reassured at every step.
- Documenting your work with accuracy and insight, ensuring we can learn and improve from every interaction.
- Identifying recurring themes in feedback and working with teams to turn insights into better processes and experiences.
What you’ll bring:
- A natural ability to listen deeply and respond with empathy.
- A calm and thoughtful approach to complex or emotionally charged situations.
- Excellent verbal and written communication — clear, professional, and personal.
- Confidence in making fair, balanced decisions that prioritise both the customer and business integrity.
- Experience in handling customer queries, ideally in dispute resolution or high-care environments (retail, hospitality, etc.).
- Comfortable using CRM tools and technology to track progress and collaborate across teams.
- A solutions mindset — seeing problems as chances to make things better, not just right.
Above all, we’re looking for someone who truly cares. If you treat customers like guests in your own home and are proud to go the extra mile, you’ll feel right at home with us.
About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of ÂŁ1.6bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes culture that we are really proud of. It\\\\\\\\\\\\\\\’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.
Contact Detail:
Wickes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Advocate, Northampton
✨Tip Number 1
Familiarise yourself with Wickes' values and customer service philosophy. Understanding their commitment to exceeding customer expectations will help you align your approach during interviews and discussions.
✨Tip Number 2
Prepare examples from your past experiences that showcase your ability to handle complex customer issues with empathy and care. Highlighting specific situations where you made a positive impact can set you apart.
✨Tip Number 3
Research common customer care challenges in the retail sector, especially those related to financial disputes or escalated complaints. Being knowledgeable about these issues will demonstrate your readiness for the role.
✨Tip Number 4
Practice your communication skills, focusing on clarity and professionalism. Since the role requires maintaining consistent and empathetic communication, being articulate and personable will be key during your interactions.
We think you need these skills to ace Customer Care Advocate, Northampton
Some tips for your application 🫡
Understand the Role: Read the job description carefully to grasp what Wickes is looking for in a Customer Care Advocate. Pay attention to the skills and qualities they value, such as empathy, communication, and problem-solving.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, particularly in dispute resolution or high-care environments. Use specific examples that demonstrate your ability to handle complex issues with care and professionalism.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer care and your understanding of Wickes' values. Share personal anecdotes that showcase your listening skills and ability to provide thoughtful solutions.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. Ensure that your communication is clear, professional, and aligns with the tone Wickes uses in their customer interactions.
How to prepare for a job interview at Wickes
✨Show Your Empathy
As a Customer Care Advocate, empathy is key. During the interview, share examples of how you've listened to customers and resolved their issues with care. This will demonstrate your ability to connect with people and understand their needs.
✨Communicate Clearly
Excellent verbal and written communication skills are essential for this role. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few scenarios where you had to explain complex information in an easy-to-understand way.
✨Demonstrate Problem-Solving Skills
Wickes values a solutions mindset. Be ready to discuss past experiences where you turned a challenging situation into a positive outcome. Highlight your approach to problem-solving and how you prioritised both customer satisfaction and business integrity.
✨Research Wickes' Values
Familiarise yourself with Wickes' brand values and culture. During the interview, align your answers with these values to show that you're not just a fit for the role, but also for the company. This will help you stand out as a candidate who truly cares about the brand.
