Customer Complaints Advisor

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Do you enjoy talking to customers and solving problems?

Birchwood
Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD
Fixed Term Contract for 12 months
Full Time
Grade 2

Salary – £27,393.60 per annum along with the benefit of being able to earn an additional performance related bonus of up to 10% of annual salary

Working Hours/Shift pattern – 40 hours per week on a rotational shift basis between 8:00 AM to 8:00 PM, Monday to Friday. Shifts will include alternative weekends and working bank holidays (on rotation).

Weekdays (Monday- Friday): Roational shifts with start times at 8:00 AM, 9:00 AM, 10:00 AM and 11:30 AM.
Weekends: Rotational shifts with start times at 8:00 AM, 9:00 AM and 9:30 AM

Hybrid working: Once you are signed off by your manager as capable and confident to work independently, you will have the option to work either from the office or from home. You will, however, be required to attend the office at least 2 days per month. Please note , you may also be asked to work from the office if performance decreses, so that additional support can be provided.

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 dedicated individuals with strong communication and problem-solving skills to join our 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 and you’ll will have the opportunity to provide a great customer service at a time when customers need us the most.

You’ll step in to support and guide but more than that own any issue through to resolution by investigating, managing and resolving individual customer complaints for our regulated and non-regulated insurance, credit and warranty services.

Role overview:

As part of this role, you’ll be responsible for:

• Investigating and owning the customer’s case from initial contact through to resolution
• Engaging with our customers, wider team and partners through telephone calls, email or letter providing regular updates when required
• Identifying the cause of an issue while utilising the tools available to enable a resolve in a timely manner
• Working on your own initiative, using resources to hand and working as a team when seeking customer resolutions
• Feeding back to our business and suggesting ways to improve our customer service

You will need:

• Excellent customer service skills. Experience in managing complaints through to resolution would be advantageous
• Confident communicator with excellent written skills
• Excellent problem-solving skills
• Strong attention to detail and accuracy
• Be available to work allocated shifts which include some evening and weekend work.

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

Join our Customer Focus Complaints Team and we’ll be with you every step of the way, helping you develop the career you want with on-going 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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