Join our team at Wickes as a Customer Complaints Coordinator! We're looking for someone with excellent communication skills and a keen desire to resolve complaints in a timely manner. In this role, you'll be managing escalated complaints for our Kitchen & Bathroom proposition, so resilience to withstand a high workload is a must. If you're up for the challenge, apply today to join our Customer Relations Team!
In addition to the salary on offer there is also the opportunity to earn up to a 15% monthly bonus depending on delivered sales and targets.
This is a full time position with the working hours Monday - Friday 8am-5pm. (please note flexibility can be discussed)
Key Responsibilities:
● Primarily responsible for the management of Kitchen and Bathroom complaints with some requirement to also work core complaints and non product related issues, received via any source into the Customer Relations team. (Customer relations mailbox, CEO and Exec board members, letter, store, social media, press, trading standards or following escalation from another part of the Wickes business.
● Timely management of up to 60 complex K&B complaints at any one time carrying out proactive customer contact by telephone throughout the complaint journey and email in line with agreed ways of working and customer preference to ensure all relevant information is obtained from the customer and customer is provided with clear updates of action being taken to resolve the complaint.
● All complaints to be investigated thoroughly to meet excellent quality standards ensuring all relevant systems checked for key information and stakeholders proactively contacted to discuss the customer concerns, with a view to agreeing appropriate steps to facilitate a fix and resolution of the issue.
● Through liaison with key stakeholders of all levels across the business determine and agree a plan of work and actions required to fix the outstanding issues for the customer. ● Proactive management of those involved to deliver the actions and bring the complaint to a conclusion for the customer.
● mitigating any monetary loss and risk of reputational damage to the business whilst ensuring the issues are fully addressed and the complaint is resolved in line with customer and business expectations
● Facilitate review of the customers experience and end to end journey to enable the calculation and offer of monetary compensation or goodwill award in full and final settlement of the complaint.
● Demonstrate extensive knowledge and understanding of Consumer Legislation and Statutory Rights and apply to the management of complaints to protect the business and the customer
● Management of Section 75, FHIO or FOS complaints as required where customer has escalated via 3rd party to aid the resolution of their complaint. Representing Wickes by providing clear information to demonstrate the issue that has occurred and support to deliver a fix and resolution for the customer.
What are we looking for:
● Previous experience managing customer complaints in a fast paced environment. ● Ability to manage large volumes of work over an extended period of time are key. ● A strong communicator both written and verbal with customers and internal stakeholders are essential with a passion to get it right for the customer.
What can we offer you?
You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us.
We’ll also equip you with a benefits package that includes
● Competitive bonus
● Save-as-you-earn scheme
● Contributory pension scheme
● Colleague discount
● Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support. By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.
We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.
About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes culture that we are really proud of. It's a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.
