We are recruiting for an experienced Warranty Administrator to join us on a 6 month FTC in Northampton!
Role Purpose
To own, manage and resolve multiple customer kitchen and bathroom warranty cases, within agreed ways of working and to achieve excellent standards.
Key Accountabilities
Responsibilities will include but will not be restricted to:
Timely management of warranty claims by telephone and email in line with agreed ways of working and customer preference to ensure all relevant information is obtained from the customer and the customer is provided with clear updates of action being taken to resolve the claim.
Conduct thorough investigations to meet agreed quality standards ensuring all relevant systems checked for key information and stakeholders proactively contacted to discuss the customer concerns, with a view to agreeing appropriate steps to facilitate a fix and resolution of the issue.
Through liaison with key stakeholders and correct use of process, determine and agree a plan of work and actions required to solve the issues raised by the customer and bring the case to a satisfactory conclusion.
Fully understand Wickes workmanship guarantees, product warranties and work within compensation framework to provide consistent resolution for customers, preventing unnecessary escalations and additional costs
Demonstrate knowledge and understanding of Wickes processes, Consumer Legislation and Statutory Rights and apply to the management of complaints to protect the business and the customer
Facilitate difficult conversations with customers in respect of their compensation aspirations to reach a fair and reasonable decision that concludes their complaint and avoids further escalation.
Evaluate all work to be completed relating to warranty claim and arrange remedial installers through the company's corrective action process.
To maintain consistently high levels of service to Wickes customers, stores, installers and RIMs
To deal with each situation and customer objectively.
To manage high volumes of warranties at any one time
Using judgement, skills and experience to problem solve effectively facilitate a resolution to the customers warranty claim
Maintain personal motivation and positivity at all times
Working independently and as part of a team to deliver against targets and KPI’s as well as offering a consistent service and rationale for all actions taken and decisions made
Knowing what is required to resolve the warranty claim and gaining buy-in from all parties to make it happen at the right time
Develop comprehensive, product, process and systems knowledge and expertise required given the wide range of possible warranty claims.
What we’re looking for?
You will need a minimum of 1 years experience.
Excellent organisational skills
Focus and strong attention to detail
Ability to work at pace
Excellent customer service skills
Solid administration experience
Have good influencing skills
You will have good computer skills including Google Docs
In addition, you will:
Be a fantastic communicator
Be a self starter
Be methodical
Be friendly and approachable
Be respectful
Be tenacious
Be comfortable using your judgement
Ability to work on site in Northampton
What can we offer you?
You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. We’ll also equip you with a benefits package that includes:
25 days of annual leave plus 8 days of bank holidays
Other financial and wellbeing benefits include: 20% colleague discount, Save-as-you-earn scheme, Cashback health scheme, Cycle to work, Life assurance, Peppy, Aviva Digital GP, Financial Education & loans, Discount platform including savings and cash back at numerous retailers, savings on gym membership.
We aim to create an inclusive workplace with colleagues' wellbeing at the heart of everything we do. If you are interested in flexible working you can read our flexible working statement here or let us know when you apply and we can talk this through as part of your application process.
Please contact us here if you require any adjustments within the application process. If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview. Please note, this link is only for reasonable adjustments required - general enquiries, or direct CV applications cannot be accepted via this form.
Let’s embrace the vast range of cultures and experiences within our company
Let’s harness the fresh thinking and passion this rich diversity brings to our workplace every single day
Let’s continue to treat everyone fairly and equally, regardless of his or her status
Let’s attract and nurture the very best talent at all levels
Let’s commit to always supporting a culture that reflects our vision and Winning Behaviours
We want to provide you with more choice, helping drive engagement and ultimately creating a great place to work.
Let’s attract and nurture the very best talent at all levels
Let’s commit to always supporting a culture that reflects our vision and Winning Behaviours
We want to provide you with more choice, helping drive engagement and ultimately creating a great place to work.
Let’s embrace the vast range of cultures and experiences within our company
Let’s harness the fresh thinking and passion this rich diversity brings to our workplace every single day
Let’s continue to treat everyone fairly and equally, regardless of his or her status
