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Complaints Advisor (2nd line), Birchwood

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Client:

Currys

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

25.07.2025

Expiry Date:

08.09.2025

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Job Description:

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 with 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 - Available after 8-week on-site induction and successful probation (subject to line manager agreement)

As the UK’s leading retailer of tech, we’re proud of the service our team provides. We’re looking for passionate and resilient Second Line Complaints Advisors to support our iD Mobile and Currys customers. You’ll handle complex complaints and escalated issues, owning cases end-to-end, and ensuring customer satisfaction.

Day-to-day responsibilities:

• Handle inbound and outbound contact via phone, letter, SMS, and webchat
• Resolve complex complaints and escalated issues
• Own cases from start to finish, focusing on right first-time resolution
• Investigate root causes and support service improvement
• Meet targets for quality, resolution time, and customer satisfaction
• Collaborate with colleagues to share knowledge and succeed as a team

Requirements to succeed:

• Strong written and verbal communication skills
• Experience handling challenging conversations with empathy and professionalism
• Excellent time management and organizational skills
• Knowledge of Microsoft Office tools (Word, Excel, Outlook)
• Understanding of consumer rights
• Previous complaints handling experience (desirable)

Benefits include:

• Performance-related bonus
• Product discounts on tech
• Wellbeing initiatives
• Hybrid working options

Why join us:

Join our Warrington Contact Centre for ongoing training and career development. We value diversity and inclusion, and support applicants needing additional assistance.