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

Hybrid Working 4/1

6.6 weeks holiday

Job summary

B&Q Limited in Doncaster is recruiting for an Installations Executive Complaints Advisor. You will handle complex complaints from installations customers, coordinating with Store leadership and installers to deliver swift resolutions.

This permanent role offers hybrid working (4 days in the office, 1 day WFH), a competitive benefits package including pension, private healthcare and ShareSave, and generous holiday. You will play a key part in customer loyalty and service improvement.

Qualifications

• Experience of dealing with complex problems and creating simple solutions.
• High levels of organisational skills
• Ideally from a Complaints/call handling background.
• Excellent Communication skills, both written and verbal, across all levels of an organisation.

Responsibilities

• Handle and resolve complaints from our installations customers that have been sent to the Kingfisher and B&Q Board, as well as legal and financial complaints via the Installations field team and our stores, or from our internal PR Team
• Liaise with store leadership, installations field team and installers to coordinate effective resolutions.
• Work with Installations Quality & Aftercare advisors to identify opportunities for service improvement.
• Manage complex complaints and build effective relationships with our internal stakeholders, as well as our business partners in affiliated Finance and Ombudsman groups.
• Manage and resolve complaints received via telephone, email, and letter, maintaining communication within agreed SLA’s.
• Understanding the details of complaints and making detailed records on B&Q systems
• Work within agreed guidelines with the autonomy to make decisions and find resolutions.
• You may be required to undertake other duties from time to time as we may reasonably require.

Skills

Complaint handling

Customer service

Communication

Organisational skills

Attention to detail

Dispute resolution

Job description

B&Q Limited in Doncaster is recruiting for an Installations Executive Complaints Advisor. You will handle complex complaints from installations customers, coordinating with Store leadership and installers to deliver swift resolutions.

This permanent role offers hybrid working (4 days in the office, 1 day WFH), a competitive benefits package including pension, private healthcare and ShareSave, and generous holiday. You will play a key part in customer loyalty and service improvement.