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 private healthcare.
- Other info: Be part of a supportive environment that values diversity and wellness.
- Why this job: Make a real difference in customers' lives while developing your problem-solving skills.
- Qualifications: Experience in handling complex problems and excellent communication skills.
The predicted salary is between 27500 - 27500 £ per year.
Permanent
Occasional Saturday work as part of the shift rota
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. Join us as an Installations Executive Complaints Advisor and you’ll be a big part of this.
Role Purpose: This role is instrumental in us 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.
- Understanding the details of complaints and making 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 Executive Complaints Advisor employer: B&q
At B&Q, we pride ourselves on being an exceptional employer, offering a supportive work culture that values diversity and inclusion. As an Installations Executive Complaints Advisor in our Doncaster office, you'll enjoy a competitive salary of up to £27,500, alongside generous benefits such as private healthcare, an award-winning pension scheme, and 6.6 weeks of holiday. We are committed to your professional growth, providing opportunities for development within a collaborative team environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Installations Executive Complaints Advisor
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info on the company culture and even lead to referrals.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints handling and customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 3
Show your enthusiasm for the role! During interviews, express why you’re passionate about helping customers and improving their experience. A genuine interest can set you apart from other candidates.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the position can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Installations Executive Complaints Advisor
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.
Highlight Relevant Experience:If you have any background in complaints handling or customer service, make it shine! We want to see how your past experiences can help you excel in this role and support our customers.
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 and the common complaints that arise in installations. Understanding the root causes will help you demonstrate your problem-solving skills during the interview.
✨Showcase Your Communication Skills
Prepare to discuss how you've effectively communicated with customers and internal teams in the past. Use specific examples to highlight your ability to resolve conflicts and build relationships, as this role heavily relies on strong communication.
✨Demonstrate Organisational Skills
Be ready to explain how you manage complex complaints and keep detailed records. Share any tools or methods you use to stay organised, as this will show your potential employer that you can handle the demands of the role.
✨Emphasise Teamwork
This position requires collaboration with various teams. Prepare examples of how you've worked with others to achieve a common goal, especially in resolving complaints or improving service quality.
