Consumer Law Complaints Executive

1 week ago


Cardiff, United Kingdom Which? Full time

**This role offers a competitive salary, hybrid working (4-8 days max in the Cardiff office per month), 28 days holiday a year plus Bank Holidays and 11% pension from the second year**

**Salary £20,000 - £28,900**

**About the role**

The relationship advisor is a critical role within Trusted Traders handling complaints from customers of our endorsed traders. The advisors will help facilitate a resolution to the complaint and manage the complaint through our independent alternative dispute resolution service. We are also looking to offer a mediation service to help resolve disputes between consumers and our traders and we will be looking to expand this role to become a mediator.

Our brand means a lot to us therefore we'll rely on you to act as an ambassador for Which? ensuring a world class customer experience is delivered. You'll be expected to build long lasting relationships with our Traders and ensure the integrity of the Trusted Trader scheme (the correct title for this role internally is “Relationship Adviser"). CONSUMER LAW KNOWLEDGE IS ESSENTIAL FOR THIS ROLE.

**Key responsibilities include**:

- Effectively handling pipeline of customer queries and complaints within associated SLA's providing effective guidance as appropriate.
- Proactively manage a pipeline of escalated complaints to completion by liaising with both parties and relevant individuals in the office including Senior Assessors and Account Managers.
- Provide consumer with aftercare following closure of complaint and be available to handle on-going queries related to case
- Pre-screen complaints before escalating to ADR service. Support communications between trader and consumer to ensure all avenues for resolution have been exhausted.
- Accurately capturing all feedback from customers via Salesforce and internal systems, sharing with key stakeholders as appropriate.
- Protect Which?'s integrity and brand by escalating any legal or reputational issues as a result of customer feedback as appropriate.
- Responsibility for relevant inbound calls and to provide the highest standard of support when dealing with consumer queries, in line with agreed service levels. This will also involve logging of consumer complaint calls in an appropriate manner and liaising and/or escalating where necessary.
- You'll be great at building relationships and will work closely with your colleagues

**About you**

You will have previous experience in customer service/account management, and complaint handling with the ability to empathise and identify with customer issues. Be ambitious and passionate about delivering excellent customer service and put the customer at the heart of everything you do.

You should be able to absorb information quickly and communicate it in a conscious way, targeted and appropriate to your audience.

You will be able to demonstrate that you consistently meet set personal and departmental targets and have proven experience of working in a pressured environment

**We also have these benefits for you to consider**:

- 28 days holiday + all bank holidays
- 35 hour working week
- Award winning pension scheme - when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service.)
- Discount site that offers large %% off everyday shopping across over 100 shops (so important that you can save on your small and large shopping items in this climate)
- Annual Bonus (up to 5% currently, depending on employee and company
- performance)
- Healthcare insurance
- Private medical insurance and opportunity to participate in Vitality rewards programme - at 6 months
- Free life assurance cover (worth at least 4x your annual salary)
- Free access to Which? member content and free access to Which? money and legal helplines

**About Trusted Traders**

We have been rigorously testing products and services for over 50 years, now we're doing the same for traders. Just like the Which? Best Buy award, our Which? Trusted trader icon highlights the best traders out there.

Every Which? Trusted trader has been assessed and checked by Which? trading standards professionals, before being endorsed. So whatever you are looking for, whether it's a builder, plumber, gardener or mechanic, we'll help you find the right trader.

We're not afraid to fail those who do not make the grade. Due to the high demands of the assessment, 1 in 4 traders do not pass. Only those who continue to meet our high standards are credited with Which? Trusted trader status.

**About Which?**

**_ All our roles are now hybrid and we will supply you with the tools and technologies to enable you to do this._**_ _**We may also cease advertising this role at any given time.**

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. As an organisation we're not for profit and all for making consumers more powerful.

We impact in key areas such as consumer rights, scams, data protection and unfair pricing. Our investigations go deep and our e



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