At a Glance
- Tasks: Resolve customer complaints and ensure positive outcomes while maintaining company reputation.
- Company: Join a rapidly growing leader in home services with a focus on innovation and customer care.
- Benefits: Competitive salary, 30 days leave, private medical insurance, and enhanced parental pay.
- Other info: Fast-paced role with opportunities for career progression and professional development.
- Why this job: Make a real difference by helping customers and developing your skills in a supportive environment.
- Qualifications: 12 months in customer service, strong communication skills, and a proactive mindset.
W Talent is delighted to be partnering with a rapidly growing and forward-thinking organisation within the home services and installation sector. The business is a market leader, delivering innovative, technology-led solutions and high-quality customer experiences across the UK.
With a strong focus on collaboration, continuous improvement, and customer care, the organisation provides a supportive environment where employees are encouraged to develop their skills and progress their careers.
About the Role
As a Complaints Advisor, you will play a key role in investigating and resolving escalated customer complaints in line with company procedures, regulatory requirements, and best practice guidelines. You will take ownership of complex customer issues, working to deliver fair, timely, and effective resolutions while ensuring a positive customer outcome and protecting the company's reputation. This is a fast-paced and detail-focused role where empathy, professionalism, and strong communication skills are essential.
Key Responsibilities
- Handle escalated customer complaints received through internal channels and customer feedback platforms.
- Investigate complaints thoroughly in line with company policies and regulatory guidelines.
- Provide clear, fair, and appropriate solutions within required timeframes.
- Take ownership of cases from initial contact through to final resolution.
- Follow up with customers to ensure satisfaction and successful closure of complaints.
- Maintain accurate records of all customer interactions and case details in line with GDPR and company standards.
- Update internal systems accurately and in a timely manner after each activity.
- Work closely with the Compliance team to provide call recordings and supporting information when required.
- Ensure all communication is professional, empathetic, and solution-focused.
- Adapt processes where customers require additional support or special consideration.
- Support colleagues and wider complaints teams where needed to ensure consistent service delivery.
- Adhere to all relevant legislation, manufacturer requirements, and internal policies.
What We're Looking For
- At least 12 months' experience in a customer service or complaints-handling role.
- Experience managing customer enquiries or complaints through to resolution.
- Strong communication skills with a clear and professional telephone manner.
- Excellent written English, with strong attention to grammar and accuracy.
- A calm and patient approach, especially in challenging situations.
- Ability to work effectively in a fast-paced and sometimes pressurised environment.
- IT literacy and confidence using internal systems and platforms.
- A proactive, solution-focused mindset with a commitment to customer outcomes.
- NVQ Level 2 in Customer Service or equivalent qualification.
- Customer Service Practitioner Level 3 Apprenticeship.
- Experience working within a technical or installation-based industry.
Salary & Benefits
- Competitive salary (depending on experience)
- Monday to Friday working pattern
- 40 hours per week
- 30 days annual leave plus bank holidays
- Private medical insurance (following successful probation)
- Life assurance (4x annual salary) following probation
- Enhanced maternity pay (6 months after one year of service)
- Enhanced paternity pay after one year of service
Complaints Advisor in Leeds employer: W Talent
Join a dynamic and innovative organisation in Leeds that prioritises employee development and customer satisfaction. As a Complaints Advisor, you'll benefit from a supportive work culture that encourages collaboration and continuous improvement, alongside competitive salaries and comprehensive benefits including private medical insurance and enhanced parental leave. This is an excellent opportunity to grow your career in a fast-paced environment while making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Advisor in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at W Talent. 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 W Talent 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 in Leeds
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 W Talent:Your cover letter is your chance to shine! Tell us why you want to work at W Talent 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 W Talent!
How to prepare for a job interview at W Talent
✨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.
