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Role overview:

2nd Line Complaints Advisor

Birchwood

Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD

Fixed Term Contract for 6 months

Full Time

Grade 2

Salary - £25,552.00 per annum along with the benefit of being able to earn an additional performance related bonus of up to 10% of annual salary.

Working Hours/Shift pattern - 37.50 hours per week on a rotational shift basis between 8:00 AM to 8:00 PM, Monday to Friday. Weekend work is typically 1 in 5 weekends and includes: Saturday: 09:00 AM - 06:00 PM and Sunday: 10:00 AM - 05:00 PM

You’ll be required to work on site for at least the first 8 weeks then hybrid working may be available, subject to agreement with your line manager following the successful completeion of your probation period.

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.

This role is to provide an excellent level of professional customer service for iD Mobile & Currys customers. You’ll respond to customers calls advising them on all aspects of business affecting customer’ post sale and product support.

Role overview:

As part of this role, you’ll be responsible for:

• Receiving and returning customer contact by telephone and letter
• Taking ownership and responsibility of customers queries, complaints providing ‘right first time’ resolution to minimise repeat queries
• Meeting quality standards in order to contribute to the overall level of customer satisfaction
• Working on your own initiative, using resources to hand and working as a team when seeking customer resolutions
• Achieving individual performance targets based on individual and departmental key performance indicators (KPIs)
  
  

• Excellent written communication and verbal skills, conflict resolutions skills and time management skills.
• Knowledge of IT systems, MS Word, Excel and keyboard skills
• Ability to work in a fast-paced environment with the flexibility needed to embrace and adapt quickly to change
• Good understanding of consumer rights
• Ability to deal with challenging and escalated situations. Complaints handling experience desirable
  
  

• Performance related bonus
• Product discounts on the latest tech
• A range of wellbeing initiatives
• Hybrid Working
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail

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