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- Tasks: Resolve customer complaints and queries with care and attention.
- Company: Join the UK's leading tech retailer with a supportive team of 25,000 colleagues.
- Benefits: Enjoy performance bonuses, product discounts, and hybrid working options.
- Why this job: Make a real impact while developing your career in a diverse and inclusive environment.
- Qualifications: Strong communication skills and experience in handling challenging conversations are essential.
- Other info: Opportunity for ongoing training and a chance to shape your future.
The predicted salary is between 20442 - 30662 £ per year.
Job Description
Role overview:
Complaints Advisor Second Line Support / 2nd line
Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD Full time, Fixed Term Contract for 6 months
Salary – £25,552.00 per annum performance related bonus up to 10% of annual salary.
Working Hours/Shift pattern – 37.5 hours per week on rotating shifts• Monday to Friday, between 8:00 AM and 8:00 PM• 1 in 5 weekends: Saturday (9 AM – 6 PM) & Sunday (10 AM – 5 PM) Hybrid working – Available after 8-week on-site induction and successful probation (subject to line manager agreement)
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 passionate and resilient Second Line Complaints Advisors to join us and support our iD Mobile and Currys customers when they need us most. You’ll play a key role in resolving customer complaints and queries that require a higher level of care and attention. Whether it’s a call or a letter, you’ll take ownership from start to finish; making sure our customers feel heard, supported, and satisfied.
Role overview:
Day to day, you’ll:
• Handle inbound and outbound customer contact by phone, letter, SMS, and webchat• Resolve complex complaints and escalated customer issues• Own cases end-to-end with a focus on right first time resolution• Investigate root causes and support continuous service improvement• Meet performance targets around quality, resolution time, and customer satisfaction• Collaborate with colleagues to share knowledge and drive team success
What you’ll need to succeed:• Strong communication skills; both written and verbal• Experience dealing with challenging conversations with empathy and professionalism• Excellent time management and organisational skills• A good working knowledge of Microsoft Office tools (Word, Excel, Outlook)• A sound understanding of consumer rights• Previous complaints handling experience (desirable)
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
Why join us:
Join our Warrington Contact Centre 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. If you have worked for us before, then please let us know before progressing.
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 and we’ll do our best to help.
Complaints Advisor 2nd line employer: Currys
Contact Detail:
Currys Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Advisor 2nd line
✨Tip Number 1
Familiarise yourself with common customer complaints in the tech industry. Understanding the typical issues customers face will help you demonstrate your knowledge during interviews and show that you're prepared to handle complex situations.
✨Tip Number 2
Practice your communication skills by role-playing difficult conversations with a friend or family member. This will help you build confidence in handling challenging interactions with empathy and professionalism, which is crucial for this role.
✨Tip Number 3
Research consumer rights and relevant regulations in the UK. Being well-versed in these topics will not only prepare you for the role but also impress the hiring team with your commitment to customer advocacy.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. They can provide valuable insights into the company culture and the specific challenges faced in the Complaints Advisor role, giving you an edge in your application.
We think you need these skills to ace Complaints Advisor 2nd line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in complaints handling and customer service. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Strong Cover Letter: Write a cover letter that showcases your communication skills and empathy. Mention specific examples of how you've successfully resolved customer complaints in the past.
Showcase Relevant Skills: Emphasise your strong communication skills, time management, and knowledge of consumer rights in your application. These are crucial for the role of Complaints Advisor.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Currys
✨Showcase Your Communication Skills
As a Complaints Advisor, strong communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and listen actively. Use examples from past experiences where you successfully resolved issues through effective communication.
✨Prepare for Challenging Scenarios
Expect to discuss how you handle difficult conversations. Prepare specific examples that highlight your empathy and professionalism when dealing with upset customers. This will show your potential employer that you can manage challenging situations with grace.
✨Familiarise Yourself with Consumer Rights
Having a sound understanding of consumer rights is crucial for this role. Brush up on relevant laws and regulations before the interview. Being knowledgeable in this area will not only impress your interviewers but also demonstrate your commitment to customer advocacy.
✨Highlight Your Organisational Skills
Time management and organisation are essential for a Complaints Advisor. Be ready to discuss how you prioritise tasks and manage your time effectively. Share examples of how you've successfully handled multiple cases or deadlines in previous roles.
