Installations Executive Complaints Advisor (9 months FTC)

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

Overview

9 months FTC

Up to £27,500 + Pension + Private Healthcare +ShareSave+ 6.6 weeks holiday+ Hybrid Working (4 days per week in the office/1 WFH) - Occasional Saturday work as part of the shift rota

Doncaster

We believe anyone can improve their home to make life better. From our Doncaster Installations office, 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 Installations Executive Complaints Advisor and you’ll be a big part of this.

Role Purpose: This role is instrumental in us supporting our installations customers, understanding the root-cause of complaints, and preventing future reoccurrence. Working as part of a team and with the Quality & Aftercare manager, the Installations Executive Complaints Advisors are empowered to resolve customer contacts with a level of autonomy within agreed guidelines. With a “customer-first” mindset, you’ll understand their journey and their communications, building necessary relationships with the customer and internal B&Q stakeholders to provide a swift resolution that encourages customer loyalty.

What's the job?

• 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.

Key Business Relationships:

• Showrooms and store colleagues
• Installations Teams
• Installers
• External partners
• Customer Management Centre & Executive complaints team
• Colleagues within Supply Chain, Logistics and Commercial
• Retail Leadership Team, Store Managers, and their Colleagues
• PR, social media, and Marketing

What we need:

• 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.
• A keen eye for detail and recording data with accuracy.
• Effective communication skills across multiple channels
• 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 with dispute resolution and/or mediation beneficial but not essential.
• Installations experience beneficial but not essential.

What's In It For You?

At B&Q, we're building more than great homes – we're building great careers.

When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.

Here's what you can expect:

• Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.
• Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.
• Competitive Reward Package - A competitive salary, pension and a range of financial benefits.
• Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.
• Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.
• Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.
• A Place Where You Belong - We're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.
• Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.

Eligibility To Work

Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.

Accessibility & Disability Confident

At B&Q, we're committed to creating an inclusive recruitment experience for everyone.

If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.

If you would like to be considered under the Disability Confident Scheme, please contact us at [e-mail]. If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.