Overview
Permanent role with occasional Saturday work as part of the shift rota. Doncaster
We believe anyone can improve their home to make life better. From our Doncaster Installations office, we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as an Installations Executive Complaints Advisor and you’ll be a big part of this.
Role purpose: This role is instrumental in supporting our installations customers, understanding the root cause of complaints, and preventing future recurrence. Working as part of a team and with the Quality & Aftercare manager, the Installations Executive Complaints Advisor is empowered to resolve customer contacts with autonomy within agreed guidelines. With a customer-first mindset, you’ll understand their journey and communications, building relationships with the customer and internal B&Q stakeholders to provide a swift resolution that encourages customer loyalty.
What’s the job?
* Handle and resolve complaints from our installations customers that have been escalated to the Kingfisher and B&Q Board, as well as legal and financial complaints via the Installations field team and our stores, or from our internal PR Team
* Liaise with store leadership, 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, as well as our business partners in affiliated Finance and Ombudsman groups
* Manage and resolve complaints received via telephone, email, and letter, maintaining communication within agreed SLAs
* Understand the details of complaints and make detailed records on B&Q systems
* Work within agreed guidelines with the autonomy to make decisions and find resolutions
* You may be required to undertake other duties from time to time as reasonably required
Key Business Relationships
* Showrooms and store colleagues
* Installations teams
* Installers
* External partners
* Customer Management Centre & Executive complaints team
* Colleagues within Supply Chain, Logistics and Commercial
* Retail Leadership Team, Store Managers, and their colleagues
* PR, social media, and Marketing
What We Need
* Experience of dealing with complex problems and creating simple solutions
* High levels of organisational skills
* Ideally from a complaints/call handling background
* Excellent communication skills, both written and verbal, across all levels of an organisation
* A keen eye for detail and accurate data recording
* Effective communication skills across multiple channels
* Customer-focused; understands the needs of internal and external customers, responds promptly, and keeps the customer at the forefront
* Working with others; builds effective relationships with peers outside own team, able to tackle conflict when needed
* Experience with dispute resolution and/or mediation beneficial but not essential
* Installations experience beneficial but not essential
What’s in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best by offering a range of benefits. In addition to a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits, and more.
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.
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