CBS Adviser - Complaints Specialist

Co-op; Manchester; Hybrid; GBP 25,000; Full time

Job summary

A leading cooperative organization in Manchester is seeking a CBS Adviser - Complaints Specialist. In this role, you will manage the resolution of customer complaints within the Funeralcare business, ensuring exceptional service while demonstrating empathy. The role requires strong communication skills and the ability to remain composed in challenging situations. This position offers a hybrid work model and comprehensive benefits including bonuses, holiday, and healthcare support.

Benefits

Annual bonus based on performance

28 days holiday rising to 32

Pension with up to 10% employer contributions

Access to a subsidised onsite gym

30% discount on Co-op products

Stream - early access to pay

Virtual healthcare services

24/7 colleague support service

Training and support for development

Cycle-to-work scheme

Qualifications

• Good verbal and written communication skills, with ability to communicate well on the phone and via email.
• Experience of delivering excellent customer service and resolving customer complaints.
• Emotional intelligence and resilience – able to keep calm when dealing with difficult situations.
• Strong planning and organisational skills.

Responsibilities

• Manage the end-to-end resolution of customer complaints across Funeralcare business.
• Ensure customers and members have the best possible experience.
• Build an understanding of issues to improve future operations.
• Remain calm and professional in all customer interactions.

Skills

Good verbal and written communication skills

Experience of delivering excellent customer service

Emotional intelligence and resilience

Strong planning and organisational skills

Job description

CBS Adviser - Complaints Specialist

£25,000 plus great benefits (Work level 6C)
5 days over 7
Manchester city centre; in this role you’ll spend your first 13 weeks in the office for your training, and then you’ll be able to work in a hybrid way splitting your time between home and the office two days per week (find out more about our hybrid working policy at https://jobs.coop.co.uk/hybrid-working-policy ).

We’re looking for Complaints Specialists to join the Sales and Services team within our wider Co‑op Business Services (CBS) organisation. CBS is made up of a number of diverse teams dedicated to delivering high‑quality, reliable and cost‑effective business services across our Co‑op. You’ll play a key role in helping CBS to support and realise our group vision of ‘co‑operating to build more value for member‑owners every day’.

Why this role matters

In this role, you’ll own end‑to‑end complaints resolution across our Funeralcare business, helping us to resolve issues quickly and compassionately for our customers and members. We’ll look to you to provide excellent customer service, making sure we get the right outcomes for our customers whilst showing empathy and resilience given the emotive nature of these complaints. You’ll also deliver insights that will enable us to improve the services we provide and live up to our Co‑op values.

What you’ll do

• Manage the end‑to‑end resolution of customer complaints across our Funeralcare business
• Make sure customers and members have the best possible experience, and get the right outcome/compensation
• Build an in‑depth understanding of issues so that you know what went wrong and why, and how we can improve things in the future
• Remain calm, professional, and polite in all customer interactions.

What you’ll bring

• Good verbal and written communication skills, with the ability to communicate well on the phone and via email
• Experience of delivering excellent customer service and resolving customer complaints
• Emotional intelligence and resilience – you’re able to keep calm when dealing with difficult situations and put yourself in other peoples’ shoes
• Strong planning and organisational skills.

Why Co‑op?

At Co‑op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• 30% discount on Co‑op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle‑to‑work scheme

A place you’ll belong

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work. We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity‑inclusion.

Please note that we may close applications for this role early.

As part of your application, you’ll need to complete an online assessment. This assessment typically takes up to 50 minutes. If you’re a current Co‑op colleague, this does not need to be completed.

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