Complaints Advisor

Zuno

Leeds

On-site

GBP 26,000 - 32,000

Full time

2 days ago

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Benefits offered by this job

30 days annual leave + bank holidays

Private medical cover

4 x salary Death in Service cover

Paid 6 months maternity pay

Paid paternity pay

Pension salary sacrifice 6%

Training & development opportunities

Social events

Probationary period benefits

Job summary

Zuno is seeking a dedicated Complaints Officer in Leeds to investigate complaints about company policies and regulatory guidelines. You will provide compliant solutions, maintain records under GDPR, and work to protect the company brand through timely, customer-centric resolutions.

You will collaborate with the Compliance Manager, update the BOXT admin platform, and ensure processes accommodate special circumstances, delivering caring, compassionate service.

Qualifications

12+ months’ complaints experience.
Familiar with owning a customer enquiry/complaint through to resolution.
Experience delivering right-first-time good outcomes for customers.
Experience in a fast-paced, vibrant and sometimes pressured environment.
Caring and compassionate nature.
Patient and committed to excellence.
Active listening with empathy.
Focused on solution, not problem.

Responsibilities

Handle escalated customer complaints received internally or through alternate feedback avenues.
Provide appropriate solutions within the time limits.
Follow up to ensure resolution and customer satisfaction.
Keep records of customer interactions and file documents in line with GDPR.
Update BOXT admin platform regularly to ensure information is recorded accurately.
Assist compliance manager with call recordings for privacy inbox when required.
Adhere to relevant legislation, regulations and company policies.
Adapt processes to support customers with special circumstances.
Perform any other duties as required by management and board.
Support colleagues across the business including Complaints Manager.

Skills

Complaints handling

End-to-end resolution

Right first-time outcomes

Fast-paced environment

Caring and compassionate

Patient and committed

Active listening

Empathy

Solution-focused

Job description

Leeds Office - Full Time / Fixed-Term Contract

The Role

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 BOXT 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 BOXT.
Support colleagues across the business including Complaints Manager in handling customer complaints where needed.

Ideally You'll Have

12 Months’ + Complaints
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

About Zuno

When you join Zuno, you join more than a trailblazing installation company. 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

Benefits