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Complaint Handler

4 months ago

Manchester, United Kingdom N Brown Group Full time

At N Brown, we’re committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by ‘championing inclusion, we’ll become the most loved and trusted fashion retailer’. Diversity, Equity,and Inclusion are, therefore, at the heart of our culture.
We’re a forward-thinking digital retailer with a financial services proposition to be proud of. We’re customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We’re experienced, with over 160 years of trading under ourbelt. We’re inclusive, as we believe in fashion without boundaries; and we’re sustainable, striving to make as little impact on the planet as possible.
As a Complaint Handler, you will take complete ownership of your customers’ dissatisfaction and do everything you can to resolve any issues that arise whilst enabling and encouraging a future trading relationship. You’ll provide an exceptional level of service,showing empathy whilst solving queries, problems and handling complaints in a timely and professional fashion.
We place the customer at the heart of everything we do, so it’s important that you’re comfortable communicating to customers both on the phone and in writing.
What will you do as a Complaint Handler at N Brown?
- Exploring all aspects of the customers complaint to establish and fully understand the root cause.
- Develop key working relationships with your colleagues to help you achieve the right outcome for the customer.
- Ensuring the effective management of complaints in line with regulatory bodies.
- Recording details accurately on all relevant systems and databases.
- Adhering to policies and procedures.
- Work as efficiently and effectively as possible to achieve KPI’s.
- Act as a role model for the business championing our vision and values at all times, demonstrating a professional approach to work.
- Seek opportunities to improve and enhance the service we provide to our customers both internally and externally by identifying and sharing ways to improve the way we do things.
- Adopt a flexible approach to work at all times, being prepared to undertake ad hoc duties which may be required to meet the ever-changing needs of our Customers and Business.
- Challenge processes and procedures to deliver improvements to operational efficiency and customer experience.

What skills and experience will you have as Complaint Handler?
- Experience working in a regulated environment
- Complaints handling experience within the financial services sector is preferred
- GCSE grade C level or equivalent in Maths and English
- Excellent communication and customer service skills
- Ability to work well within a team

What’s in it for you as Complaint Handler?
- 24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days
- Annual bonus scheme
- Enhanced maternity and adoption leave
- Company pension with up to 8% N Brown contribution
- Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
- A range of financial wellbeing support
- Colleague discount across all N Brown brands
- Onsite café with subsidised rates and local restaurant discounts
- Life Assurance and Private Medical Insurance
- Paid volunteer time - all our colleagues can take a full day paid to volunteer for a charity of their choice

Our promise to you:
We’re an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.