At a Glance
- Tasks: Investigate and resolve customer complaints while ensuring satisfaction and compliance.
- Company: Join Zuno, a dynamic installation company partnered with top brands.
- Benefits: Enjoy 30 days leave, private medical cover, and ongoing training.
- Other info: Be part of a supportive team with exciting social events and career growth.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: GCSE Maths and English, plus customer service experience required.
The predicted salary is between 30000 - 40000 £ per year.
About Zuno
When you join Zuno, you become part of a rapidly growing team of experts. A proud partner with E.on, EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers/Watford Football Clubs – among others. Backed by Brookfield and a part of the HomeServe group, a team that works together to empower our customers' homes and lives.
Zuno offers:
- A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
- A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
- Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
- Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
- Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quiet Mark approved.
- Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group.
Job purpose
Investigate complaints against company policies and procedures and regulatory guidelines. Provide complaint solutions to customers working towards an appropriate resolution and help protect the company brand. Ensure complaints are handled in line with process, procedures and within regulatory timeframes.
Key Responsibilities and Accountabilities:
- Handle escalated customer complaints received internally or through alternate customer feedback avenues.
- Provide appropriate solutions and alternatives within the time limits.
- Follow up to ensure resolution and customer satisfaction.
- Keep records of customer interactions, process customer accounts and file documents in line with GDPR and best practice.
- Update Zuno admin platform regularly to ensure all information is being recorded correctly, accurately and timely with each activity.
- Assist compliance manager in providing all requested call recordings for the privacy inbox when required.
- Adhere to all relevant legislation, manufacturing regulations and Company policies and procedures.
- Ensure processes are adapted where customers may require additional support for special circumstances delivering a caring and compassionate service.
- Any other duties which may be required from time to time by the Management Team and Board of Directors, in the course of your employment with Zuno.
- Support colleagues across the business including Complaints Manager in handling customer complaints where needed.
Person Specification:
- GCSE (Or equivalent) Maths and English
- IT literate
- Professional and clear telephone manner
- Active listening skills
- Ability to use positive language
- Good command of English grammar and language for accuracy in written communication
- 12 Months’ + Customer Service experience
- Familiar with owning a customer enquiry/ complaint through to resolution
- Experienced in delivering a right first-time good outcome for a customer
- Experience of working in a fast paced, vibrant and at times, pressured environment
- Caring and compassionate nature
- Patient and committed to excellence
- Active listening and appropriate Empathy
- Focused on solution not problem
Desirable:
- NVQ Customer Service L2
- CS Practitioner L3 Apprenticeship Standard
- Experience in a technically driven business
Benefits:
- 30 days annual leave + bank holidays
- Private medical cover with Aviva*
- 4 x salary Death in Service cover with Zurich*
- Paid 6 months maternity pay after a year of service
- Paid paternity pay after a year of service
- Salary sacrifice pension matched up to 6%
- Ongoing training & development opportunities
- Social events
*After probationary period
Complaints Advisor in Leeds employer: Zuno Tech Group
At Zuno, we pride ourselves on fostering a vibrant team culture where collaboration and celebration go hand in hand. Our commitment to employee growth is evident through ongoing training opportunities and a supportive environment that empowers you to excel in your role as a Complaints Advisor. With competitive benefits like private medical cover and generous leave, alongside our innovative tech platform, Zuno is an exceptional place to build a rewarding career in Leeds.
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 Zuno Tech Group. 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 Zuno Tech Group 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 Zuno Tech Group:Your cover letter is your chance to shine! Tell us why you want to work at Zuno Tech Group 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 Zuno Tech Group!
How to prepare for a job interview at Zuno Tech Group
✨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.
