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- Tasks: Provide top-notch customer service for iD Mobile & Currys customers, resolving queries and complaints.
- Company: Currys plc is the UK's leading tech retailer, dedicated to excellent customer service.
- Benefits: Enjoy a performance-related bonus, product discounts, and wellbeing initiatives with hybrid working options.
- Why this job: Join a supportive team that values your growth and makes a positive impact on the planet.
- Qualifications: Excellent communication skills, IT knowledge, and a knack for handling complaints are essential.
- Other info: This is an entry-level, full-time role with ongoing training and a commitment to diversity.
The predicted salary is between 21500 - 30000 £ per year.
Title: 2nd Line Complaints Advisor
Company: Currys plc
Location: Birchwood, WA3 7WD, 410 Birchwood Boulevard, Birchwood, WA3 7WD
Contract: Fixed Term 6 months – Start 5 January 2026
Employment type: Full Time – Grade 2
Salary: £25,552 per annum + up to 10% performance bonus
Hours: 37.5 hours per week – Rotational shift 8:00–20:00 Mon‑Fri, weekend 1/5 weekends (Sat 09:00–18:00, Sun 10:00–17:00)
Hybrid working: Available after 8-week induction (subject to line manager agreement)
Role Overview
This role provides an excellent level of professional customer service for Currys customers. You’ll respond to customer calls advising them on all aspects of business affecting post‑sale and product support.
Responsibilities
- Receive and return customer contact by telephone and letter.
- Take ownership and responsibility of customer queries, complaints, providing right‑first‑time resolution to minimise repeat queries.
- Meet quality standards to contribute to overall customer satisfaction.
- Use own initiative, resources, and teamwork to resolve customer issues.
- Achieve individual performance targets based on KPIs.
Qualifications
- Excellent written and verbal communication, conflict resolution and time‑management skills.
- Knowledge of IT systems, MS Word, Excel and keyboard skills.
- Ability to work in a fast‑paced environment with flexibility to adapt to change.
- Good understanding of consumer rights.
- Ability to deal with challenging and escalated situations.
Benefits
- Performance‑related bonus.
- Product discounts on latest tech.
- Wellbeing initiatives.
- Hybrid working (after induction).
Why Join Us
Join our Contact Centre team and we’ll support you every step of the way, providing ongoing training and skills for life. Help shape the future of tech, contribute to sustainability, and experience inclusion and diversity at a company committed to making a real impact on people and the planet.
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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
Familiarise yourself with the common complaints and queries that customers have regarding tech products. This will help you respond confidently and effectively during any potential interviews.
✨Tip Number 2
Practice your conflict resolution skills by role-playing different customer scenarios with a friend. This will prepare you for handling challenging situations, which is crucial for the 2nd Line Complaints Advisor role.
✨Tip Number 3
Research Currys plc's values and customer service philosophy. Understanding their approach will allow you to align your answers with their expectations during the interview process.
✨Tip Number 4
Network with current or former employees of Currys plc on platforms like LinkedIn. They can provide valuable insights into the company culture and the specifics of the role, which can give you an edge in your application.
We think you need these skills to ace 2nd Line Complaints Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the role of a 2nd Line Complaints Advisor. Emphasise your customer service experience, conflict resolution skills, and familiarity with IT systems.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses why you want to work for Currys plc and how your background makes you a suitable candidate for this position. Mention your ability to handle complaints and provide excellent customer service.
Showcase Relevant Skills: In your application, clearly demonstrate your written and verbal communication skills. Provide examples of how you've successfully resolved customer complaints in the past, as this is crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important in a customer-facing role.
How to prepare for a job interview at Currys PLC
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a 2nd Line Complaints Advisor. Be prepared to discuss how your skills and experiences align with the role, especially in handling customer complaints and providing resolutions.
✨Showcase Communication Skills
Since this role requires excellent written and verbal communication skills, practice articulating your thoughts clearly. You might be asked to demonstrate how you would handle a difficult customer situation, so think of examples from your past experiences.
✨Familiarise Yourself with Consumer Rights
Having a good understanding of consumer rights is crucial for this position. Brush up on relevant laws and regulations, as you may be asked how they apply to specific scenarios during the interview.
✨Prepare for Situational Questions
Expect situational or behavioural questions that assess your conflict resolution skills. Prepare examples that highlight your ability to manage challenging situations effectively, focusing on your problem-solving approach and the outcomes.
