At a Glance
- Tasks: Resolve customer complaints and queries with care and attention.
- Company: Join the UK's leading tech retailer with a team of 25,000 dedicated colleagues.
- Benefits: Enjoy performance bonuses, product discounts, and hybrid working options.
- Other info: Diversity and inclusion are at the heart of our hiring process.
- Why this job: Make a real impact while developing your career in a supportive environment.
- Qualifications: Strong communication skills and experience in handling challenging conversations are essential.
The predicted salary is between 22000 - 29000 £ per year.
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Complaints Advisor Second Line Support / 2nd line
Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD
Full time, Fixed Term Contract for 6 months
Salary - £25,552.00 per annum performance related bonus up to 10% of annual salary.
Working Hours/Shift pattern - 37.5 hours per week on rotating shifts
• Monday to Friday, between 8:00 AM and 8:00 PM
• 1 in 5 weekends: Saturday (9 AM – 6 PM) & Sunday (10 AM – 5 PM)
Hybrid working - A vailable after 8-week on-site induction and successful probation (subject to line manager agreement)
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.
We’re looking for passionate and resilient Second Line Complaints Advisors to join us and support our iD Mobile and Currys customers when they need us most. You’ll play a key role in resolving customer complaints and queries that require a higher level of care and attention. Whether it’s a call or a letter, you’ll take ownership from start to finish; making sure our customers feel heard, supported, and satisfied.
Role overview:
Day to day, you’ll:
• Handle inbound and outbound customer contact by phone, letter, SMS, and webchat
• Resolve complex complaints and escalated customer issues
• Own cases end-to-end with a focus on right first time resolution
• Investigate root causes and support continuous service improvement
• Meet performance targets around quality, resolution time, and customer satisfaction
• Collaborate with colleagues to share knowledge and drive team success
What you’ll need to succeed:
• Strong communication skills; both written and verbal
• Experience dealing with challenging conversations with empathy and professionalism
• Excellent time management and organisational skills
• A good working knowledge of Microsoft Office tools (Word, Excel, Outlook)
• A sound understanding of consumer rights
• Previous 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
Join our Warrington 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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#J-18808-LjbffrComplaints Advisor (2nd line) employer: iD Mobile Limited
As a leading retailer in the tech industry, we pride ourselves on fostering a supportive and inclusive work environment at our Birchwood Contact Centre. Our team of dedicated professionals enjoys competitive benefits, including performance-related bonuses, product discounts, and opportunities for hybrid working after an initial training period. We are committed to employee growth, offering ongoing training and development to help you thrive in your career while making a positive impact on both customers and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Advisor (2nd line)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at iD Mobile Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like iD Mobile Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Advisor (2nd line)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to iD Mobile Limited:Your cover letter is your chance to shine! Tell us why you want to work at iD Mobile Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at iD Mobile Limited!
How to prepare for a job interview at iD Mobile Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
