Wickes is an exciting, fast paced, changing environment and we have a lot going on at the moment! We strongly believe our culture is one of the many reasons people join us as well as the opportunity to excel and get involved in different initiatives, we’re a great bunch!
What are we looking for?
This role will own, manage and resolve escalated complaints, within company SLA and service guidelines
What you’ll be doing;
- Logging, acknowledging and resolving customer complaints from any channel (written, telephone, social media) within the agreed timescales to the right standard.
- Working and dealing with colleagues at all levels both internally and externally in a professional manner.
- Prioritise workload and ensure individual and company targets are met.
- Accurately and comprehensively update customer management systems to record all relevant information.
- Make decisions using experience and judgement and negotiate/agree resolutions.
- Liaise with external regulatory bodies, such as The Furniture Ombudsman and Citizens Advice Consumer Service to ensure customer issues are resolved fairly and satisfactorily.
- Contribute to continuous service improvement by sharing feedback and learnings from route cause analysis through line
What we’re looking for…
- At least 1 years relevant work experience in a contact centre environment
- At least 6 months experience in Complaint Handling
- A confident and effective communicator
- Someone with excellent grammar and punctuation who is able to draft letters with ease
- Someone who has an excellent telephone manner
- Remains calm and objective under pressure
- Motivated team member who supports team plans and priorities
- Able to show genuine empathy, patience and resilience, providing high level of customer care
- Able to work at pace, prioritising own workload
- Consistently high levels of accuracy and quality
- Takes ownership
Our team are based in Northampton, but for this role we do offer flexible working which is a blend of office and home working.
What we can offer you?
Wickes is more than just the nation’s favourite DIY store. The first thing you’ll notice at Wickes is the way everyone pulls together. It’s a place where we’ll ask for your ideas, listen to your opinions and value the contributions you make. Chances are you’ve never experienced anything quite like our culture. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home
Our strong family values and 'cornerstones' lie at the heart of the success of our journey - from family business to forward thinking business. If matching your ambition to our culture is an exciting prospect, there's never been a better time to join us. And if, like us, you put customers at heart of everything you do, you can expect to be rewarded with a full package of perks on top of a salary that grows with you as you grow in our business.
