Quality & Aftercare Administrator
4 months ago
**About the role**
**Quality & Aftercare Administrator**
**Permanent**
**Up to £23,793.00 per annum + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working**
**Doncaster, Installations Support Office**
We believe anyone can improve their home to make life better. Based in our Doncaster Installation support 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 a **Quality & Aftercare Administrator **and you’ll be a big part of this.
**Key responsibilities**
Supporting our store colleagues, external partners, and installers to resolve escalated and complex customer issues and assisting in monitoring the quality of our installer network.
**Store and Colleague Relationships**
- Assist installations support colleagues with triage of escalated installations warranty claims and customer issues.
- Actively support colleagues with quality and aftercare process queries
- Assist the Quality & Aftercare Manager with training and administrative tasks relating to quality and aftercare.
- Proactively share best practice, process changes and functional updates with support colleagues
- Understand colleague, external partner and installer feedback and share it with the team to improve our service.
- Collate and present management information reports.
**External Partner Relationships**
- Collate and present customer journey information to facilitate the assessment of customer claims and issues by external partners.
- Liaise with external partners and internal colleagues to facilitate the successful resolution of escalated warranty claims and customer issues.
- Update service records on CRM, IMS and external partner sites for relevant customers.
- Review, interpret and present customer and installer data to understand root cause and improve quality.
- Utilise data to explore and suggest process improvements.
**Installer Relationships**
- Support the scheduling of installer quality checks with both installers and external partners.
- Provide installers and store colleagues with feedback following quality check completion.
- Proactively monitor installer quality utilising feedback from NPS surveys and support colleagues
- Support and engage installers to always give a good service.
- Adhere to all policies & procedures relevant to your role.
- You may be required to undertake other duties from time to time as we may reasonably require.
**Required skills & experience**
**Required Skills & Experience**:
- Communication skills
- Team working
- Problem solving
- Working with customers both internal and external
**What's in it for me?**
As well as a competitive salary, our benefits package includes an award-winning pension scheme, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more
As part of a great team, you’ll be supported to grow and encouraged to explore new career directions within the business and the wider group. And, because you’ll be inspiring great things for our customers and the whole business, you’ll do work worth caring about.
We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.
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