Installations Complaints Resolution Specialist

B&Q; Doncaster; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Pension

Private Healthcare

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6.6 weeks holiday

Hybrid Working

Job summary

Join B&Q in Doncaster as an Installations Executive Complaints Advisor for a 9‑month fixed-term contract. You will manage complex installations complaints, coordinate with stores and field teams, and drive swift resolutions to preserve customer loyalty.

You’ll work in a customer‑first environment with a flexible hybrid model (4 days in the office, 1 day WFH) and contribute to service improvements alongside the Quality & Aftercare team.

Qualifications

• Experience of dealing with complex problems and creating simple solutions.
• Excellent written and verbal communication across all levels.
• Attention to detail and accurate data recording.

Responsibilities

• Handle and resolve complaints from installations customers.
• Coordinate with store leadership and installers to achieve resolutions.
• Work with quality and aftercare teams to identify service improvements.
• Manage complaints via phone, email, and letter within SLA guidelines.
• Record detailed information in B&Q systems and maintain records.
• Take autonomous decisions within agreed guidelines to resolve issues.

Skills

Complaint handling

Customer service

Communication skills

Problem solving

Job description

Join B&Q in Doncaster as an Installations Executive Complaints Advisor for a 9‑month fixed-term contract. You will manage complex installations complaints, coordinate with stores and field teams, and drive swift resolutions to preserve customer loyalty.

You’ll work in a customer‑first environment with a flexible hybrid model (4 days in the office, 1 day WFH) and contribute to service improvements alongside the Quality & Aftercare team.