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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)
You will need:
* 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
We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:
* Performance related bonus
* Product discounts on the latest tech
* A range of wellbeing initiatives
* Hybrid Working
Why join us:
Join our Contact Centre team and we’ll be with you every step of the way, helping you develop the career you want with on-going training and skills for life. If you have worked for us before, then please let us know before progressing.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we’ll do our best to help.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Retail
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