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- Tasks: Resolve customer complaints with empathy and professionalism in our Funeralcare business.
- Company: Join Co-op, a company dedicated to making a positive difference in people's lives.
- Benefits: Enjoy 30% off Co-op products, annual bonuses, 28 days holiday, and a pension plan.
- Why this job: Make a real impact while developing your career in a supportive and diverse environment.
- Qualifications: Strong communication skills, emotional intelligence, and experience in customer service are essential.
- Other info: We welcome applications from everyone and offer adjustments for candidates with disabilities.
The predicted salary is between 28800 - 43200 £ per year.
We’re looking for Complaints Specialists to join our Sales and Services team. In this role, you’ll own end-to-end complaints resolution across our Funeralcare business, helping us to resolve issues quickly and compassionately for our customers and members.
We’ll look to you to provide excellent customer service, making sure we get the right outcomes for our customers whilst showing empathy and resilience given the emotive nature of these complaints. You’ll also deliver insights that will enable us to improve the services we provide and live up to our Co-op values. This is a fantastic opportunity to develop your career while making a positive difference to our customers’ experience at a time when they need it most.
What you’ll do
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Manage the end-to-end resolution of customer complaints across our Funeralcare business
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Make sure customers and members have the best possible experience, and get the right outcome/compensation
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Build an in-depth understanding of issues so that you know what went wrong and why, and how we can improve things in the future
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Remain calm, professional, and polite in all customer interactions
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Good verbal and written communication skills, with the ability to communicate well on the phone and via email
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Experience of delivering excellent customer service and resolving customer complaints
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Emotional intelligence and resilience – you’re able to keep calm when dealing with difficult situations and put yourself in other peoples’ shoes
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Strong planning and organisational skills
If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services).
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An annual bonus (based on personal and business performance)
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28 days holiday (rising to 32 with service) plus bank holidays
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A pension with up to 10% employer contributions
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Access to a subsidised onsite gym (at our Manchester HQ)
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Coaching and training to support your career development
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Wagestream – a money management app that gives you access to a percentage of your pay as you earn it
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Grocery Aid – 24/7 access to a range of emotional, financial, and practical support services for you and your family
Building a diverse environment
We’re actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We’re also part of the Disability Confident scheme, meaning we’ll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.
We’ll ask whether you’d like to be considered under the Disability Confident scheme when you apply.
If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.
You can find out more about our recruitment process at jobs.coop.co.uk/apply-process
You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing
CBS Adviser - Complaints Specialist employer: Co-operative Group Limited.
Contact Detail:
Co-operative Group Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CBS Adviser - Complaints Specialist
✨Tip Number 1
Familiarize yourself with the Funeralcare business and its services. Understanding the specific challenges and emotional aspects of this sector will help you demonstrate empathy and resilience during your interactions.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios can help you stay calm and professional when addressing customer complaints.
✨Tip Number 3
Gather insights on common complaints within the Funeralcare industry. This knowledge will enable you to provide valuable feedback for service improvement and show that you're proactive about enhancing customer experiences.
✨Tip Number 4
Highlight any previous experience in customer service roles where you've successfully resolved complaints. Sharing specific examples will illustrate your ability to deliver excellent service and achieve positive outcomes for customers.
We think you need these skills to ace CBS Adviser - Complaints Specialist
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Complaints Specialist position. Understand the key responsibilities, such as managing end-to-end complaints resolution and providing excellent customer service with empathy.
Highlight Relevant Experience: In your application, emphasize any previous experience you have in customer service or complaint resolution. Use specific examples that demonstrate your ability to handle difficult situations calmly and professionally.
Showcase Emotional Intelligence: Make sure to convey your emotional intelligence and resilience in your cover letter. Explain how you can empathize with customers during challenging times and how this skill has helped you in past roles.
Tailor Your Communication: Since good verbal and written communication skills are essential for this role, ensure that your application is well-written and free of errors. Tailor your language to reflect the compassionate and professional tone expected in the role.
How to prepare for a job interview at Co-operative Group Limited.
✨Show Empathy and Understanding
In this role, you'll be dealing with sensitive issues. Make sure to demonstrate your ability to empathize with customers during the interview. Share examples of how you've handled difficult situations in the past, showing that you can put yourself in others' shoes.
✨Communicate Clearly and Effectively
Good verbal and written communication skills are essential for this position. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few scenarios where you successfully resolved complaints to showcase your communication prowess.
✨Demonstrate Resilience
The nature of complaints can be challenging. Be prepared to discuss how you maintain professionalism and calmness in stressful situations. Highlight any experiences where you turned a negative situation into a positive outcome.
✨Prepare Insightful Questions
Show your interest in the company and the role by preparing thoughtful questions. Ask about their approach to improving customer service or how they handle particularly challenging complaints. This will demonstrate your proactive mindset and commitment to continuous improvement.
