Installations Executive Complaints Advisor

B&Q•Doncaster, MD

6d•Hybrid

About The Position

The Installations Executive Complaints Advisor supports customers with installations complaints, investigates root causes, and helps prevent issues from recurring. Working as part of a team and with the Quality & Aftercare Manager, the advisor is empowered to resolve customer contacts autonomously within agreed guidelines. The role requires a customer-first approach, understanding the customer journey and communications, and building relationships with customers and internal B&Q stakeholders to deliver swift resolutions and encourage customer loyalty. The position is permanent and based in Doncaster, with hybrid working requiring three days per week in the office. The advertised package is up to £27,500 per year, plus pension, PMI, ShareSave and 6.6 weeks’ holiday.

Requirements

Experience dealing with complex problems and creating simple solutions.
High organisational skills.
Excellent written and verbal communication skills across all levels of an organisation.
Attention to detail and accuracy in recording data.
Effective communication across multiple channels.
A customer-focused approach, understanding internal and external customer needs, responding promptly, and keeping the customer at the forefront of decisions.
Ability to build effective relationships with peers outside the team and work toward the best customer solutions.
Willingness to address conflict or confront others when problems occur.

Nice To Haves

Experience in a complaints or call-handling background.
Experience with dispute resolution and/or mediation.
Installations experience.

Responsibilities

Handle and resolve installations complaints referred to the Kingfisher and B&Q Board, as well as legal and financial complaints received through the Installations field team, stores, or the internal PR Team.
Liaise with store leadership, the 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 internal stakeholders and business partners in affiliated Finance and Ombudsman groups.
Manage and resolve complaints received by telephone, email and letter, maintaining communication within agreed service-level agreements.
Understand complaint details and create detailed records on B&Q systems.
Work within agreed guidelines, using autonomy to make decisions and find resolutions.
Undertake other duties as reasonably required from time to time.