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- Tasks: Provide top-notch customer service and resolve complaints effectively.
- Company: Join Currys, a leader in tech support and customer satisfaction.
- Benefits: Enjoy a competitive salary, performance bonuses, and product discounts.
- Why this job: Make a real impact while developing your career in a supportive environment.
- Qualifications: Strong communication skills and ability to handle challenging situations.
- Other info: Hybrid working available after training, with ongoing development opportunities.
The predicted salary is between 20442 - 30662 £ per year.
Overview
Role overview: 2nd Line Complaints Advisor, Birchwood Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD. Fixed Term Contract for 6 months, Full Time. Grade 2. Salary – £25,552.00 per annum, along with the benefit of a performance related bonus of up to 10% of your annual salary. Working Hours/Shift pattern – 37.50 hours per week on a rotational shift basis between 8:00 AM to 8:00 PM, Monday to Friday. Weekend work is typically 1 in 5 weekends and includes: Saturday 09:00 AM – 06:00 PM and Sunday 10:00 AM – 05:00 PM. Hybrid working – Available after 8-week on-site induction and successful probation (subject to line manager agreement).
At Currys we\’re united by one passion: to help everyone enjoy amazing technology. This role is to provide an excellent level of professional customer service for Currys customers. You\\\’ll respond to customers calls advising them on all aspects of business affecting customer\\\’s post sale and product support.
Responsibilities
- Receiving and returning customer contact by telephone and letter
- Taking ownership and responsibility of customers queries, complaints providing \\\’right first time\\\’ resolution to minimise repeat queries
- Meeting quality standards in order to contribute to the overall level of customer satisfaction
- Working on your own initiative, using resources to hand and working as a team when seeking customer resolutions
- Achieving individual performance targets based on individual and departmental key performance indicators (KPIs)
Required qualifications and skills
- Excellent written communication skills, conflict resolutions skills and time management skills
- Knowledge of IT systems, MS Word, Excel and keyboard skills
- Ability to work in a fast-paced environment with the flexibility needed to embrace and adapt quickly to change
- Good understanding of consumer rights
- Ability to deal with challenging and escalated situations
Benefits
- Performance related bonus
- Product discounts on the latest tech
- A range of wellbeing initiatives
- Hybrid Working
Why join us
Join our Contact Centre team and we\\\’ll be with you every step of the way, helping you develop the career you want with on-going training and skills for life. As the biggest recycler and repairer of tech in the UK, we\\\’re in a position to make a real impact on people and the planet. Every voice has a space at our table and we\\\’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. If you need any additional assistance with your application, we\\\’ll do our best to help.
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2nd Line Complaints Advisor employer: Currys PLC
Contact Detail:
Currys PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Complaints Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Currys. Understand their values, mission, and the tech they offer. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your conflict resolution skills and customer service experience, as these are key for the 2nd Line Complaints Advisor role.
✨Tip Number 3
Be ready to share examples! Think of specific situations where you've successfully resolved complaints or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in the interviewer's mind. Plus, it’s a great chance to reiterate why you’d be a perfect fit for the team!
We think you need these skills to ace 2nd Line Complaints Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the 2nd Line Complaints Advisor role. Highlight your relevant experience in customer service and any specific skills that match the job description, like conflict resolution and written communication.
Showcase Your Skills: Don’t just list your skills; give examples of how you've used them in past roles. If you’ve handled challenging situations or improved customer satisfaction, share those stories to make your application stand out.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. This shows that you can communicate effectively, which is key for this role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the details you need about the role and our company!
How to prepare for a job interview at Currys PLC
✨Know Your Stuff
Before the interview, make sure you understand the role of a 2nd Line Complaints Advisor. Familiarise yourself with common customer service scenarios and how to handle complaints effectively. This will show that you're prepared and serious about the position.
✨Showcase Your Communication Skills
Since excellent written and verbal communication is key for this role, practice articulating your thoughts clearly. You might even want to prepare a few examples of how you've successfully resolved conflicts in the past to demonstrate your skills.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview. This is a great opportunity to showcase your problem-solving abilities and customer service skills. Think about how you would handle difficult situations and be ready to demonstrate your approach.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or what success looks like in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
