Role overview:
Complaints AdvisorSecond 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 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 UKs best-known retailer of tech, were proud of the service our customers receive and its 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.
Were looking for passionate and resilient Second Line Complaints Advisors to join us and support our iD Mobile and Currys customers when they need us most. Youll play a key role in resolving customer complaints and queries that require a higher level of care and attention. Whether its a call or a letter, youll take ownership from start to finish; making sure our customers feel heard, supported, and satisfied.
Role overview:
Day to day, youll:
Handle inbound and outbound customer contact by phone, letter, SMS, and webchat
Resolve complex complaints and escalated customer issues
Own cases end-to-end with a focus on right first time resolution
Investigate root causes and support continuous service improvement
Meet performance targets around quality, resolution time, and customer satisfaction
Collaborate with colleagues to share knowledge and drive team success
What youll need to succeed:
Strong communication skills; both written and verbal
Experience dealing with challenging conversations with empathy and professionalism
Excellent time management and organisational skills
A good working knowledge of Microsoft Office tools (Word, Excel, Outlook)
A sound understanding of consumer rights
Previous complaints handling experience (desirable)
We know our people are the secret to our success. Thats why were always looking for ways to reward great work. Youll 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 Warrington Contact Centre team and well 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, were in a position to make a real impact on people and the planet.
Every voice has a space at our table and were 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 well do our best to help.