Complaints Advisor (2nd line)

1 Days Old

Role overview: Complaints Advisor  Second Line Support / 2nd line Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD Full time, Fixed Term Contract for 6 months Salary - £25,552.00 per annum performance related bonus up to 10% of annual salary. Working Hours/Shift pattern - 37.5 hours per week on rotating shifts • Monday to Friday, between 8:00 AM and 8:00 PM • 1 in 5 weekends: Saturday (9 AM – 6 PM) & Sunday (10 AM – 5 PM) Hybrid working - A vailable after 8-week on-site induction and successful probation (subject to line manager agreement)
As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
We’re looking for passionate and resilient Second Line Complaints Advisors to join us and support our iD Mobile and Currys customers when they need us most. You’ll play a key role in resolving customer complaints and queries that require a higher level of care and attention. Whether it’s a call or a letter, you’ll take ownership from start to finish; making sure our customers feel heard, supported, and satisfied. Role overview: Day to day, you’ll: • Handle inbound and outbound customer contact by phone, letter, SMS, and webchat • Resolve complex complaints and escalated customer issues • Own cases end-to-end with a focus on right first time resolution • Investigate root causes and support continuous service improvement • Meet performance targets around quality, resolution time, and customer satisfaction • Collaborate with colleagues to share knowledge and drive team success
What you’ll need to succeed: • Strong communication skills; both written and verbal • Experience dealing with challenging conversations with empathy and professionalism • Excellent time management and organisational skills • A good working knowledge of Microsoft Office tools (Word, Excel, Outlook) • A sound understanding of consumer rights • Previous complaints handling experience (desirable)
We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including: • Performance related bonus • Product discounts on the latest tech • A range of wellbeing initiatives • Hybrid working Why join us: Join our Warrington Contact Centre team and we’ll be with you every step of the way, helping you develop the career you want with on-going training and skills for life. If you have worked for us before, then please let us know before progressing.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we’ll do our best to help.
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Location:
Birchwood, United Kingdom
Job Type:
FullTime

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