Complaints Specialist

Co-op; Manchester; Hybrid; GBP 24,000 - 26,000; Full time

Job summary

Join a forward-thinking organization as a Complaints Specialist, where your role will be pivotal in resolving customer issues across diverse services. This position offers a unique opportunity to enhance customer satisfaction through effective complaint management while working in a supportive hybrid environment. You'll collaborate with senior leaders, ensuring that every customer interaction is handled with professionalism and empathy. With a competitive salary and benefits like discounts on products, a bonus scheme, and opportunities for career development, this role is perfect for those passionate about delivering exceptional service in a community-focused company.

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

Subsidised onsite gym

Coaching and training for career development

Wagestream app for early pay access

YuLife app for exercise rewards

Qualifications

• Experience in handling complaints effectively.
• Strong communication skills, both verbal and written.
• Ability to maintain composure and empathy in difficult situations.

Responsibilities

• Manage end-to-end resolution of customer complaints.
• Ensure customers receive the best possible experience.
• Build understanding of issues to improve future processes.

Skills

Complaint Handling

Customer Service

Verbal Communication

Written Communication

Emotional Intelligence

Planning and Organisational Skills

Job description

Complaints Specialist
£24,570 to £25,500 plus great benefits (Work Level 6C)
6 month fixed-term contract
Manchester City Centre, in this role you’ll work in a hybrid way splitting your time between home and the office at least twice a week (find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy).

We’re looking for a Complaints Specialist to join the Executive Complaints 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 everyday’.

In this role, you’ll own end-to-end complaints resolution across our Retail and Funeralcare businesses, 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.

What you’ll do

• Manage the end-to-end resolution of customer complaints across our Retail and Funeralcare businesses
• 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
• Be professional, calm and polite during all customer interactions

Build strong relationships with our senior leaders

• This role would suit people who have
• Experience of handling complaints
• Good verbal and written communication skills
• Experience of delivering excellent customer service and resolving customer complaints
• Emotional intelligence and resilience, with the ability to keep calm and deal with all situations with empathy
• 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
• YuLife app – rewarding you for exercising with discounts and vouchers for your favourite brands

At Co-op, we’re proud to do things a different way. As one of the world’s largest co-operatives, owned by millions of members, community is at the heart of what we do. Since our Co-op was founded in 1844, we’ve had a clear social purpose, and everything we do as a business helps to build a fairer world for our members, customers, colleagues, and communities.

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 and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing

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