Executive Complaints Advisor

6 month Fixed Term Contract

Up to £27,500 + Pension + BUPA +ShareSave+ 6.6 weeks holiday+ Hybrid Working (3 days per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as an Executive Complaints Advisor and you’ll be a big part of this.

Role Purpose: This role is instrumental in us supporting our customers, understanding the root-cause of complaints and preventing future reoccurrence. Working as part of a team and with the Executive Complaints Manager, the Executive Complaints Advisors are empowered to resolve customer contacts with a level of autonomy within agreed guidelines. With a “customer-first” mindset, understand customer communications and build necessary relationships to provide swift resolution and encouraging customer loyalty.

Key Accountabilities / Responsibilities:

• Handle complaints from our customers that have been sent to the B&Q Board
• Manage complaints via telephone and email
• Understanding the details of complaints and making detailed records
• Work within agreed guidelines with the autonomy to make decisions/find resolutions
• Liaise with Finance company on complaints regarding finance products
• Work with Executive Complaints Manager on establishing root-cause complaints drivers

Key Business Relationships:

• Departments within the Customer Management Centre
• Colleagues within Supply Chain/Logistics
• Retail Colleagues
• Finance
• PR/Social Media

Required Skills & Experience:

• Experience of dealing with complex problems and creating simple solutions
• Ideally from a Complaints/call handling background
• Excellent Communication skills, both written and verbal
• A keen eye for detail and recording data with accuracy
• The ability to write well-articulated emails and letters
• 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

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