Executive Complaints Specialist

B&Q Limited; Chandler's Ford; Hybrid; GBP 34,000 - 40,000; Full time

Job summary

A leading home improvement retailer in Chandler's Ford is seeking an Executive Complaints Specialist to manage complex customer complaints, ensuring effective resolutions and preventing future issues. The role requires experience in complaint handling, excellent communication skills, and knowledge of consumer law. The role offers competitive compensation, hybrid working options, and a supportive health and wellness benefits package, including a pension scheme and various discounts.

Benefits

Pension scheme

Employee Assistance Programme

ShareSave options

Colleague wellbeing benefits

Shopping discounts

Qualifications

• Experience handling complex customer complaints and issues.
• Excellent verbal and written communication skills.
• Proficient in creating simple solutions to complex problems.

Responsibilities

• Investigate and coordinate responses to court cases and claims.
• Act as a partner to various company departments on escalated complaints.
• Manage customer complaints escalated to the Board.

Skills

Communication skills

Problem-solving

Consumer law knowledge

Attention to detail

Relationship building

Education

Experience/qualification in consumer law

Job description

Overview

Permanent

Up to £40,000+ Pension + PMI +ShareSave+ 6.6 weeks holiday+ Hybrid Working (2 days per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as an Executive Complaints Specialist and you’ll be a big part of this.

Role Purpose: This role is instrumental in understanding the root‑cause of complaints and preventing future reoccurrence for our Customers and B&Q colleagues. Working within the Complaints Handling and Prevention team within Customer Service. The Executive Complaints Specialist specialises in handling more complex customer contacts such as warranties, court claims and ombudsman activity, with ability to analyse data trends and support the Complaints Resolution and Prevention Manager in implementing root cause preventions.

What's the job?

Key Accountabilities / Responsibilities:

• Record, investigate and coordinate the response to County Court and discrimination cases, draft defences and process to resolution as required
• Act as a trusted partner by supporting the Store, Quality, High Level Complaints and Installations Warranty Teams, advising on the legalities of complex escalated claims
• Coordinate the processing of claims with the Company’s third‑party claims handlers liaising with internal stakeholders as appropriate
• Represent the company in consumer mediation
• Periodically assess current Exec Team process in conjunction to identify improvements to enable the team to handle Service complaints that have legal elements, such as discrimination, product safety etc within company guidelines
• Work with the Complaints Prevention & Resolutions Manager as well as L&D to provide knowledge for creation of training modules for handling service complaints with a legal element, to assist with upskilling of the Executive Complaints Advisors.
• Handle complaints from our customers that have been escalated to members of the B&Q Board and support colleagues with complaint resolution
• Work with Complaints & Resolution Manager on establishing root‑cause complaints drivers
• Respond, investigate and coordinate the resolution of walk in complaints and bailiff visits in to SSO
• Support on cases relating to Product issues where injury/damage to customers or their property arises, working closely with Quality and stakeholders to identify a potential issue

Key Business Relationships:

• Departments within the Customer Service
• Finance/Ombudsman
• Colleagues across various business functions
• Retail Colleagues
• PR/Social Media

What we need:

Required Skills & Experience:

• Experience of dealing with complex problems and creating simple solutions
• Ideally from a Complaints/call handling background
• Experience with Consumer law and policy
• Excellent Communication skills, both written and verbal
• A keen eye for detail and recording data with accuracy
• The ability to write well‑articulated emails and letters
• Customer focused; understands the needs of internal and external customers, responds promptly and ensures the customer is at the forefront of their thinking
• Working with others; builds effective relationships with peers outside own team, to provide the best solutions for our customers, not afraid to tackle conflict or confront others when problems occur
• Experience/qualification in consumer law
• Experience working with ombudsmen / legal third parties

What's in it for me?

As part of a great team, you’ll be valued for who you are.We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award‑winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!

So we can support you during the application or interview process, please contact [e-mail] for any recruitment adjustments.