At a Glance
- Tasks: Resolve customer complaints and enhance their experience with our installations services.
- Company: Join a leading home improvement retailer committed to customer satisfaction.
- Benefits: Up to £27,500 salary, hybrid working, 6.6 weeks holiday, and wellness perks.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real difference in customers' lives while developing your problem-solving skills.
- Qualifications: Strong communication skills and experience in handling complex issues.
The predicted salary is between 27500 - 27500 € per year.
Permanent position with a salary of up to £27,500 plus benefits including Pension, Private Healthcare, ShareSave, and 6.6 weeks holiday. Hybrid working model (4 days in the office, 1 day WFH) with occasional Saturday work as part of the shift rota.
Role Purpose: This role is instrumental in supporting our installations customers, understanding the root cause of complaints, and preventing future occurrences. 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 communications, building necessary relationships with customers and internal B&Q stakeholders to provide swift resolutions that encourage customer loyalty.
What's the job?
- Handle and resolve complaints from installations customers sent to the Kingfisher and B&Q Board, as well as legal and financial complaints via the Installations field team and stores, or from the 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 internal stakeholders and business partners in affiliated Finance and Ombudsman groups.
- Manage and resolve complaints received via telephone, email, and letter, maintaining communication within agreed SLA’s.
- Understand the details of complaints and make 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 reasonably required.
Key Business Relationships:
- Showrooms and store colleagues
- Installations Teams
- Installers
- External partners
- Customer Management Centre & Executive complaints team
- Colleagues within Supply Chain, Logistics, and Commercial
- Retail Leadership Team, Store Managers, and their Colleagues
- PR, social media, and Marketing
What we need:
- 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 customers, not afraid to tackle conflict or confront others when problems occur.
- Experience with dispute resolution and/or mediation beneficial but not essential.
- Installations experience beneficial but not essential.
What's in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business. We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. Our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits, and more!
For any recruitment adjustments during the application or interview process, please contact recruitment@b-and-q.co.uk.
Installations Executive Complaints Advisor in Doncaster employer: B&Q Limited
At B&Q, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values diversity and employee wellbeing. As an Installations Executive Complaints Advisor in our Doncaster office, you will enjoy a competitive salary alongside a comprehensive benefits package, including private healthcare, generous holiday allowance, and opportunities for professional growth. Our commitment to empowering employees with autonomy in their roles ensures that you can make a meaningful impact while working collaboratively within a dynamic team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Installations Executive Complaints Advisor in Doncaster
✨Tip Number 1
Get to know the company inside out! Research B&Q's values, mission, and recent news. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about resolving complaints, being able to articulate your thoughts clearly and confidently is key. Try role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the B&Q family!
We think you need these skills to ace Installations Executive Complaints Advisor in Doncaster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Installations Executive Complaints Advisor role. Highlight your experience with complex problem-solving and customer service, as these are key to what we’re looking for!
Show Off Your Communication Skills:Since this role involves a lot of communication, both written and verbal, be sure to showcase your excellent communication skills in your application. Use clear and concise language to demonstrate your ability to convey information effectively.
Be Detail-Oriented:We love candidates who pay attention to detail! Make sure your application is free from typos and errors, and include specific examples of how you've accurately recorded data or managed complaints in the past.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at B&Q Limited
✨Know Your Stuff
Before the interview, make sure you understand the role of an Installations Executive Complaints Advisor. Familiarise yourself with common complaints in the installations sector and think about how you would handle them. This will show your potential employer that you're proactive and ready to tackle challenges head-on.
✨Showcase Your Communication Skills
Since this role requires excellent communication skills, prepare examples of how you've effectively communicated with customers or colleagues in the past. Think about times when you resolved conflicts or built relationships, as these experiences will highlight your ability to maintain a customer-first mindset.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss complex problems you've faced and how you created simple solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how you approach problem-solving and decision-making in a customer service context.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, how success is measured in the role, or what the biggest challenges are. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
