About The Role
The role of a Resolution Advisor is to take ownership of a portfolio of complaints and compensation claims. The Resolution Advisor is there to investigate, resolve and respond to complaints made by customers and third parties, ensuring fair treatment of customers at all times, by completing thorough and objective investigations in line with the company policies to create award winning, positive experiences.
This role involves a full analysis of the complaint to be able to provide feedback to stakeholders across the business in order to make key operational and strategic business decisions.
Bright, friendly and attentive, our brilliant teams are focussed on doing the best for our customers. If you're resourceful and a confident communicator, this role will allow you to make a real difference to the customer experience.
Main Responsibilities:
1. Owning and proactively resolving customer complaints and compensation claims in line with the company policies
2. Taking ownership of each customer call to provide the best resolution
3. Provide all Wren customers with an exceptional experience
4. Assist stores with any related queries or concerns relating to the systems or processes
5. Identify and report on any processes that could result in a poor customer experience
6. Demonstrate empathy and clear understanding when liaising with customers in a professional manner
In addition to any other duties, as a responsible person you must ensure that you have read, understood and adhere to polices and procedure relating to Health and Safety, and your responsibilities located in the Integrated Management System (IMS) Responsibilities document. What Wren Offer:
7. Life Assurance after 2 years' service
8. Access to Benenden health and discount platform after 1 years of continuous service
9. Personalised progression plan with clear career opportunities
10. Individual training budget for personal development
11. EE discount
12. Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
13. Eye Care Vouchers
14. Refer a Friend Scheme
15. Free onsite gym
About You
Desired Skills and Knowledge
16. Attentive with a strong focus on the customer experience
17. Previous complaints handling experience is beneficial
18. Passionate with the ability to take ownership of customer queries and confidently resolve issues where required
19. Ability to effectively organise and prioritise your own workload
20. Excellent oral and written communication skills
21. Proven ability to thrive in a fast-moving environment
22. Excellent computer skills including Microsoft Office
23. Flexible with working hours & overtime, including weekends & evenings
24. Excellent attendance with proven reliability and can adhere to the agreed work schedule
About The Company
Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work!
This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!