Complaints Specialist — Hybrid Customer Care (Funeralcare)

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

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.