Installations Executive Complaints Advisor

About the position This role is instrumental in us supporting our installations customers, understanding the root-cause of complaints, and preventing future reoccurrence. Working as part of a team and with the Quality & Aftercare manager, the Installations Executive Complaints Advisors are empowered to resolve customer contacts with a level of autonomy within agreed guidelines. With a “customer-first” mindset, you’ll understand their journey and their communications, building necessary relationships with the customer and internal B&Q stakeholders to provide a swift resolution that encourages customer loyalty.

Responsibilities

• Handle and resolve complaints from our installations customers that have been sent to the Kingfisher and B&Q Board, as well as legal and financial complaints via the Installations field team and our stores, or from our internal PR Team
• Liaise with store leadership, installations field team and installers to coordinate effective resolutions.
• Work with Installations Quality & Aftercare advisors to identify opportunities for service improvement.
• Manage complex complaints and build effective relationships with our internal stakeholders, as well as our business partners in affiliated Finance and Ombudsman groups.
• Manage and resolve complaints received via telephone, email, and letter, maintaining communication within agreed SLA’s.
• Understanding the details of complaints and making detailed records on B&Q systems
• Work within agreed guidelines with the autonomy to make decisions and find resolutions.
• You may be required to undertake other duties from time to time as we may reasonably require.

Requirements

• Experience of dealing with complex problems and creating simple solutions.
• High levels of organisational skills
• Ideally from a Complaints/call handling background.
• Excellent Communication skills, both written and verbal, across all levels of an organisation.
• A keen eye for detail and recording data with accuracy.
• Effective communication skills across multiple channels
• Customer focused; understands the needs of internal and external customers, responds promptly, and ensures the customer is at the forefront of their thinking.
• Working with others; builds effective relationships with peers outside own team, to provide the best solutions for our customers, not afraid to tackle conflict or confront others when problems occur.

Nice-to-haves

• Experience with dispute resolution and/or mediation beneficial but not essential.
• Installations experience beneficial but not essential.

Benefits

• Pension
• Private Healthcare
• ShareSave
• 6.6 weeks holiday
• award-winning pension scheme
• bonus
• ShareSave options
• 6.6 weeks holiday
• payroll giving
• an Employee Assistance Programme
• shopping discounts
• colleague wellbeing benefits