Installations Complaints Resolution Specialist

B&Q Limited; Doncaster; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Pension

Private Healthcare

ShareSave

6.6 weeks holiday

Hybrid Working

Job summary

We are looking for an Installations Executive Complaints Advisor in Doncaster for a 9 months FTC. The role offers up to £27,500 plus Pension, Private Healthcare, ShareSave and 6.6 weeks holiday, with Hybrid Working (4 days in the office/1 WFH) and occasional Saturday work.

You will support installations customers, investigate root causes of complaints, and drive resolutions within agreed guidelines to boost customer loyalty.

Qualifications

• Experience dealing with complex problems and providing simple solutions.
• High levels of organisational skills and attention to detail.
• Ideally from a complaints / call handling background.
• Excellent written and verbal communication across all levels.
• Effective data recording and cross-channel communication.
• Customer focused with advocates for internal/external stakeholders.
• Experience with dispute resolution is beneficial but not essential.
• Installations experience is beneficial but not essential.

Responsibilities

• Handle and resolve complaints from installations customers escalated to the Board or through other channels.
• Liaise with store leadership, installations field team and installers to coordinate resolutions.
• Work with Installations Quality & Aftercare teams to identify service improvements.
• Manage complex complaints and build relationships with internal stakeholders and external partners.
• Manage and resolve complaints received via telephone, email, and letter within SLA.
• Record detailed information on B&Q systems.
• Operate with guidelines and autonomy to make decisions and resolve issues.
• Perform other duties as reasonably required.

Skills

Complex problem solving

Organisational skills

Complaints handling background

Excellent communication

Attention to detail

Multichannel communication

Stakeholder management

Dispute resolution beneficial

Tools

CRM systems

Job description

We are looking for an Installations Executive Complaints Advisor in Doncaster for a 9 months FTC. The role offers up to £27,500 plus Pension, Private Healthcare, ShareSave and 6.6 weeks holiday, with Hybrid Working (4 days in the office/1 WFH) and occasional Saturday work.

You will support installations customers, investigate root causes of complaints, and drive resolutions within agreed guidelines to boost customer loyalty.