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For Companies At a Glance
- Tasks: Support customers with complex issues, providing thoughtful and personalised solutions.
- Company: Wickes, a leading home improvement retailer with a fun and inclusive culture.
- Benefits: Full-time role with competitive pay and a supportive team environment.
- Why this job: Make a real difference by helping customers and building trust.
- Qualifications: Empathy, strong communication skills, and experience in customer service.
- Other info: Join a winning team with opportunities for growth and development.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Overview
We’re Hiring – Customer Care Advocate
Location: Northampton, United Kingdom. The role will initially be on-site five days a week until the probation period is completed. Shifts: 8am–5pm and 10am–7pm, 1 in 4 Saturdays (with a day off in the week).
What you’ll be doing
As a Customer Care Advocate, you’ll support our customers through some of their most complex issues with warmth, clarity, and care. Your role is about more than resolving complaints — it’s about listening, empathising, and delivering thoughtful, personalised solutions that build trust and loyalty.
You’ll be the voice of Wickes, taking ownership of high-level cases — from finance-related queries to ombudsman escalations and sensitive PR matters — ensuring every resolution is handled with integrity, fairness, and a focus on doing what’s right.
Your day-to-day
- Thoughtfully investigating customer concerns to understand not just the “what,” but the “why”.
- Offering tailored, compassionate solutions that reflect our brand values and commitment to service excellence.
- Guiding customers through complex issues including financial disputes, legal claims, and escalated complaints with transparency and care.
- Collaborating across departments — from legal to logistics — to ensure holistic, timely solutions.
- Representing Wickes in external conversations, including ombudsman cases, with professionalism and clarity.
- Maintaining consistent and empathetic communication, keeping customers informed and reassured at every step.
- Documenting your work with accuracy and insight, ensuring we can learn and improve from every interaction.
- Identifying recurring themes in feedback and working with teams to turn insights into better processes and experiences.
What you’ll bring
- A natural ability to listen deeply and respond with empathy.
- A calm and thoughtful approach to complex or emotionally charged situations.
- Excellent verbal and written communication — clear, professional, and personal.
- Confidence in making fair, balanced decisions that prioritise both the customer and business integrity.
- Experience in handling customer queries, ideally in dispute resolution or high-care environments (retail, hospitality, etc.).
- Comfortable using CRM tools and technology to track progress and collaborate across teams.
- A solutions mindset — seeing problems as chances to make things better, not just right.
Above all, we’re looking for someone who truly cares. If you treat customers like guests in your own home and are proud to go the extra mile, you’ll feel right at home with us.
About Us
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of ÂŁ1.6bn across 230 stores delivered by 8,000+ colleagues. It is a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Retail
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Customer Care Advocate employer: Wickes
Contact Detail:
Wickes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Advocate
✨Tip Number 1
Get to know the company! Before your interview, dive into Wickes' values and mission. This will help you connect your experiences with what they stand for, showing that you're not just another candidate but someone who truly aligns with their ethos.
✨Tip Number 2
Practice your listening skills! As a Customer Care Advocate, empathy is key. Try role-playing with a friend or family member to hone your ability to listen deeply and respond thoughtfully to complex issues.
✨Tip Number 3
Prepare for situational questions! Think of examples from your past where you've handled difficult customer situations. Be ready to share how you approached these challenges with care and integrity, as this will resonate well with the interviewers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. Mention something specific from your conversation to remind them of your genuine interest in the role and the company. It’s a small gesture that can make a big difference!
We think you need these skills to ace Customer Care Advocate
Some tips for your application 🫡
Show Your Empathy: As a Customer Care Advocate, empathy is key! Make sure your application reflects your ability to listen and respond thoughtfully. Share examples of how you've handled complex situations with care and understanding.
Be Clear and Professional: Your written communication should be top-notch! Use clear language and maintain a professional tone while still being personable. Remember, you're representing Wickes, so let your passion for customer care shine through!
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to highlight relevant experience in dispute resolution or high-care environments. Show us why you’re the perfect fit for this role at Wickes.
Apply Through Our Website: We want to hear from you directly! Make sure to apply through our website to ensure your application gets the attention it deserves. It’s the best way to kickstart your journey with us at Wickes!
How to prepare for a job interview at Wickes
✨Understand the Role Inside Out
Before your interview, make sure you thoroughly understand what a Customer Care Advocate does. Familiarise yourself with the key responsibilities, like handling complex customer issues and providing tailored solutions. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Empathy Skills
Since this role is all about listening and empathising with customers, prepare examples from your past experiences where you've successfully handled difficult situations. Think of times when you went the extra mile to resolve an issue or made a customer feel valued. This will highlight your natural ability to connect with people.
✨Practice Clear Communication
Excellent verbal and written communication is crucial for this position. During the interview, practice articulating your thoughts clearly and professionally. You might even want to prepare a few responses to common interview questions, ensuring they reflect your personal touch while remaining concise and to the point.
✨Demonstrate a Solutions Mindset
Wickes values candidates who see problems as opportunities for improvement. Be ready to discuss how you've approached challenges in the past and what solutions you implemented. This will show that you not only care about resolving issues but also about enhancing processes for better customer experiences.
