At a Glance
- Tasks: Resolve customer complaints and enhance their experience with our installations services.
- Company: Join a diverse team at B&Q, committed to improving homes and lives.
- Benefits: Up to £27,500 salary, hybrid working, 6.6 weeks holiday, and wellness perks.
- Other info: Be part of a supportive environment that values diversity and inclusion.
- Why this job: Make a real difference in customers' lives while developing your problem-solving skills.
- Qualifications: Experience in handling complex issues and excellent communication skills required.
The predicted salary is between 27500 - 27500 £ per year.
Permanent position with occasional Saturday work as part of the shift rota in Doncaster.
We believe anyone can improve their home to make life better. From our Doncaster Installations office, 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.
Role Purpose: This role is instrumental in supporting our installations customers, understanding the root-cause of complaints, and preventing future reoccurrence. 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 their communications, building necessary relationships with the customer and internal B&Q stakeholders to provide a swift resolution that encourages customer loyalty.
What's the job?
- Handle and resolve complaints from our installations customers that have been sent to the Kingfisher and B&Q Board, as well as legal and financial complaints via the Installations field team and our stores, or from our 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 our internal stakeholders, as well as our 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 we may reasonably require.
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 our 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. As well as a competitive salary, 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 lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.
Installations Complaints & Resolution Specialist employer: B&q
At B&Q, we pride ourselves on being an exceptional employer, offering a supportive work culture that values diversity and inclusion. Our Doncaster Installations office provides a collaborative environment where you can thrive, with opportunities for personal growth and development, alongside a competitive benefits package including private healthcare, generous holiday allowance, and hybrid working options. Join us to make a meaningful impact in helping customers create homes they love while enjoying a fulfilling career.
StudySmarter Expert Advice🤫
We think this is how you could land Installations Complaints & Resolution Specialist
✨Tip Number 1
Get to know the company! Research B&Q and their values, especially around customer service. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role involves handling complaints, being able to articulate your thoughts clearly is key. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and serious about joining the team at B&Q.
We think you need these skills to ace Installations Complaints & Resolution Specialist
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with complaints resolution and customer service. We want to see how your skills align with our mission of creating a better home for our customers!
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your excellent written and verbal skills in your application. Use clear and concise language to show us you can handle complex issues effectively.
Highlight Your Problem-Solving Abilities:We love candidates who can tackle challenges head-on! Share examples of how you've resolved complaints or conflicts in the past, and how you’ve built relationships to ensure customer satisfaction.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into the process smoothly. We can’t wait to hear from you!
How to prepare for a job interview at B&q
✨Know Your Customer Journey
Familiarise yourself with the customer journey related to installations. Understand common pain points and how they can be resolved. This will help you demonstrate your customer-first mindset during the interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex problems you've dealt with in the past and how you created simple solutions. Highlight your experience in dispute resolution or mediation, even if it's not essential for the role.
✨Communicate Clearly and Effectively
Practice your communication skills, both written and verbal. Be ready to discuss how you would handle complaints across different channels, ensuring you maintain a professional tone while being empathetic to customers.
✨Build Relationships
Think about how you can build effective relationships with internal stakeholders and external partners. Be prepared to discuss your approach to teamwork and collaboration, as this role requires liaising with various teams to resolve issues.
