Customer Service Advisor - Second Level Complaints Handler

Currys plc; Sheffield; On-site; GBP 26,000; Full time

Job summary

Currys plc is seeking a Customer Service Advisor for Second Level Complaints Handling in Sheffield. This role will involve managing customer complaints and delivering outstanding service. Full-time position with performance-related bonuses and other benefits. Join a dynamic team focused on customer satisfaction and career development.

Benefits

Performance related bonus

Product discounts on the latest tech

Wellbeing initiatives

Hybrid Working

Qualifications

• Experience in dealing with complaints required.
• Focused on customer delight for internal and external customers.

Responsibilities

• Handling and resolving complaints via outbound call and email.
• Managing customer complaints to mitigate brand risk.
• Delivering exceptional customer service.

Skills

Complaint resolution skills

Excellent written skills

Outstanding verbal skills

Interpersonal skills

Negotiation skills

Job description

Role overview:

Customer Service Advisor – Second Level Complaints Handler

Sheffield

Contact Centre, Sheffield Parkway, 2 Nunnery Square, Sheffield, S2 5DD

Fixed Term Contract for 6 months

Full Time

Grade 2

Salary - £25,552.00 per annum along with the benefit of being able to earn an additional performance related bonus of up to 10% of annual salary

Working Hours/Shift patterns - 37.50 hours per week on a rotational shift basis between 8:00 AM to 8:00 PM, Monday to Friday. Weekend work is typically 1 in 5 weekends and includes: Saturday: 09:00 AM - 06:00 PM and Sunday: 10:00 AM - 05:00 PM.

At Currys we’re united by one passion: to help everyone enjoy amazing technology.

As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

It is an exciting time for you to join us as a Customer Service Advisor – Second Level Complaints Handler. You'll be part of a great team who handle second level complaints. Every contact requires you to be a brand ambassador and to deliver an exceptional service.

Role overview:

As part of this role, you’ll be responsible for:

• Handling and resolving complaints via outbound call and email, while aiming for first contact resolution
• Managing Customer complaints from Customer Service to mitigate any brand risk
• Delivering exceptional customer service, placing the customer at the heart of everything you do
• Addressing service shortfalls and where necessary resolving or providing a detailed written response
  
  

You will need:

• Experience in dealing with complaints
• Complaint resolution skills
• Excellent written skills
• Outstanding verbal, interpersonal and negotiation skills
• To be 100% focused on customer delight – for internal and external customers
  
  

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Performance related bonus
• Product discounts on the latest tech
• A range of wellbeing initiatives
• Hybrid Working
  
  

Why join us:

Join our Contact Centre team and we’ll be with you every step of the way, helping you develop the career you want with on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [e-mail] and we’ll do our best to help.