Installations Executive Complaints Advisor (9 months FTC)

9 months FTC

Up to 27500 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 theyll love. Join us as an Installations Executive Complaints Advisor and youll 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 youll 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.

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 SLAs.
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

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.

At B&Q were building more than great homes were building great careers.

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

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 UKs 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 - Were 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.

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.

At B&Q were 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 . If you meet the minimum criteria for the role well consider your application in line with our Disability Confident commitments.