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- Tasks: Provide top-notch customer service for iD Mobile & Currys customers, resolving queries and complaints.
- Company: Join Currys plc, the UK's leading tech retailer with a team of 25,000 dedicated colleagues.
- Benefits: Enjoy performance bonuses, product discounts, and wellbeing initiatives, plus potential hybrid working options.
- Why this job: Shape your career with ongoing training while making a positive impact on people and the planet.
- Qualifications: Excellent communication skills, IT knowledge, and a knack for conflict resolution are essential.
- Other info: This is an entry-level, full-time role with a fixed-term contract for 6 months.
The predicted salary is between 21500 - 30000 £ per year.
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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 being able to earn an additional performance related bonus of up to 10% of 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
You’ll be required to work on site for at least the first 8 weeks then hybrid working may be available, subject to agreement with your line manager following the successful completeion of your probation period.
As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
This role is to provide an excellent level of professional customer service for iD Mobile & Currys customers. You’ll respond to customers calls advising them on all aspects of business affecting customer’ post sale and product support.
Role overview:
As part of this role, you’ll be responsible for:
- 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)
You will need:
- Excellent written communication and verbal 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. Complaints handling experience desirable
We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:
- 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. If you have worked for us before, then please let us know before progressing.
Not only can you shape your own future, but you can help take charge of ours too. 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. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we’ll do our best to help.
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Complaints Advisor (2nd line) employer: Currys PLC
Contact Detail:
Currys PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Advisor (2nd line)
✨Tip Number 1
Familiarise yourself with the common complaints and issues that customers face with tech products. This will help you respond confidently and effectively during the interview, showcasing your understanding of the role.
✨Tip Number 2
Practice your conflict resolution skills by role-playing different customer scenarios with a friend or family member. This will prepare you for handling challenging situations and demonstrate your ability to manage complaints effectively.
✨Tip Number 3
Research Currys plc and their customer service philosophy. Understanding their values and approach to customer satisfaction will allow you to align your answers with what they are looking for in a candidate.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and the expectations for the Complaints Advisor role, giving you an edge in your application.
We think you need these skills to ace Complaints Advisor (2nd line)
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 showcases your passion for customer service and your ability to handle complaints effectively. Mention specific examples from your past experiences that demonstrate your problem-solving skills and adaptability.
Highlight Key Skills: In your application, clearly outline your excellent written and verbal communication skills, time management abilities, and any experience you have in handling escalated situations. These are 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
✨Showcase Your Communication Skills
As a Complaints Advisor, excellent written and verbal communication skills are crucial. During the interview, demonstrate your ability to articulate thoughts clearly and effectively. Consider preparing examples of how you've successfully resolved customer issues in the past.
✨Understand Consumer Rights
Having a good understanding of consumer rights is essential for this role. Brush up on relevant laws and regulations before your interview. This knowledge will not only help you answer questions confidently but also show your commitment to providing excellent customer service.
✨Prepare for Conflict Resolution Scenarios
Expect to be asked about how you handle challenging situations. Prepare specific examples where you've successfully managed complaints or difficult customers. Highlight your conflict resolution skills and your ability to remain calm under pressure.
✨Familiarise Yourself with Currys' Products
Since you'll be advising customers on post-sale support, it's beneficial to have a basic understanding of Currys' products and services. Research their offerings and think about common issues customers might face. This will help you provide informed responses during the interview.
