Customer Care Advocate

We’re Hiring – Customer Care Advocate

Location: Northampton: The role will initially be working 5 days on site until probation period has been completed.

Shifts: 8am–5pm and 10am–7pm, 1 in 4 Saturdays (with a day off in the week).

At Wickes, we’re passionate about our customers — not just meeting expectations but exceeding them. We’re on the lookout for a Customer Care Advocate who puts people at the heart of every decision and thrives on creating genuinely exceptional experiences. If you believe every customer interaction is an opportunity to make someone’s day, you might be just who we’re looking for.

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 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 will include:

• 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 £1.6bn across 230 stores delivered by 8,000+ colleagues.

But it is the Wickes culture that we are really proud of. It\’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.