Complaints Specialist

Co-op Group; Manchester; Hybrid; GBP 26,000; Full time

Job summary

A leading retail company in Manchester is seeking a Complaints Specialist to manage customer complaints and ensure satisfaction. The role requires strong communication skills and the ability to resolve issues calmly. The package includes a competitive salary of up to £25,500 and great benefits like an annual bonus and 28 days of holiday. This hybrid role allows flexibility after training.

Benefits

30% off Co-op branded products

Annual bonus based on performance

28 days holiday plus bank holidays

Pension with up to 10% employer contributions

Access to subsidised onsite gym

Coaching and training for career development

Wagestream app for pay access

Qualifications

• Good verbal and written communication skills.
• Experience in delivering excellent customer service.
• Emotional intelligence and resilience to handle difficult situations.
• Strong planning and organisational skills.

Responsibilities

• Manage the end-to-end resolution of customer complaints.
• Ensure customers have the best possible experience.
• Build an understanding of issues to improve processes.
• Remain calm and professional in customer interactions.

Skills

Verbal and written communication skills

Customer service experience

Emotional intelligence

Planning and organisational skills

Job description

Overview

Complaints Specialist – Up to £25,500, plus excellent benefits (Work level 6C). Manchester city centre, hybrid working (your first month will be spent in the office during the training period, and then 2 days a week in the office going forwards).

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

We’re looking for someone who has

• 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?

If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services).

• 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)
• Coaching and training to support your career development
• Wagestream app - giving you access to a percentage of your pay as you earn

Building a diverse environment

We're actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We'll ask whether you'd like to be considered under the Disability Confident scheme when you apply. If we invite you to take part in the recruitment process for any of our jobs, we'll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process

You can find out more about the Disability Confident scheme at Disability Confident Scheme - Co-op Colleagues and more about our commitments to diversity and inclusion at Diversity and 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.