Customer Complaints Coordinator

6 months ago


Northampton, United Kingdom Wickes Full time

In addition to the salary on offer there is also the opportunity to earn up to a 15% monthly bonus depending on delivered sales and targets.

This is a full time position with the working hours Monday - Friday 8am-5pm. (please note flexibility can be discussed)

Key Responsibilities:

- Primarily responsible for the management of Kitchen and Bathroom complaints with some requirement to also work core complaints and non product related issues, received via any source into the Customer Relations team. (Customer relations mailbox, CEO and Exec board members, letter, store, social media, press, trading standards or following escalation from another part of the Wickes business.
- All complaints to be investigated thoroughly to meet excellent 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 of all levels across the business determine and agree a plan of work and actions required to fix the outstanding issues for the customer. Proactive management of those involved to deliver the actions and bring the complaint to a conclusion for the customer.
- mitigating any monetary loss and risk of reputational damage to the business whilst ensuring the issues are fully addressed and the complaint is resolved in line with customer and business expectations
- Facilitate review of the customers experience and end to end journey to enable the calculation and offer of monetary compensation or goodwill award in full and final settlement of the complaint.
- Management of Section 75, FHIO or FOS complaints as required where customer has escalated via 3rd party to aid the resolution of their complaint. Representing Wickes by providing clear information to demonstrate the issue that has occurred and support to deliver a fix and resolution for the customer.

What are we looking for:
Previous experience managing customer complaints in a fast paced environment. Ability to manage large volumes of work over an extended period of time are key. A strong communicator both written and verbal with customers and internal stakeholders are essential with a passion to get it right for the customer.

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
- Competitive bonus
- Save-as-you-earn scheme
- Contributory pension scheme
- Colleague discount
- Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support. By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.

We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.

About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.

But it is the Wickes culture that we are really proud of. It's a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. 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.

Vacancy #46391

LI-DNI



  • Northampton, United Kingdom St Andrew’s Healthcare Full time

    You will report to the PALS and Complaints Coordinator and will support with a wide range of administration tasks including (but not limited to); Datix logging, reviewing/editing draft response letters, maintenance of excel spreadsheets, adding complaints data into reports and manning the PALS and Complaints telephone and inbox. To fulfil this role you must...


  • Northampton, Northamptonshire, United Kingdom CV-Library Full time

    Job Overview:The Customer Service Coordinator role at Cv-Library involves providing exceptional customer experiences on refurbishment projects. As a key member of our team, you will focus on delivering full customer care services, anticipating customers' needs, and ensuring positive touch points throughout the customer journey.Key Responsibilities:Work...

  • Complaints Handler

    6 months ago


    Northampton, United Kingdom Interaction Recruitment Full time

    **Complaints Handler - Office working** Inspired by their unique client base, our client is looking to add to their growing customer service team to continue to provide a top-quality tailored customer experience. **Employment Type**: Full-time temporary to permanent position. **Working Hours**: Monday to Friday 11am - 8pm **Pay**:...

  • Complaint Handler

    7 months ago


    Northampton, United Kingdom Barclays Full time

    **Complaints Handler** **Northampton** As a Barclays Complaints Handler, you will take ownership of an exceptional customer and client experience and strengthen relationships by effectively engaging with customers and clients on their terms within a multi-channel environment. For this role, you will investigate emotive and complex customer and client...

  • Complaint Handler

    6 months ago


    Northampton, United Kingdom Barclays Full time

    **Complaint Handler** **Northampton** **Salary - £25,000 per annum plus excellent benefits including: Private Medical Care including GP services, Life assurance covering x8 times basic salary, Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, with the option of buying or selling 5 days per year, plus many more benefits** **Shift...


  • Northampton, United Kingdom BAXTER Full time

    **This is where you save and sustain lives** At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in...


  • Northampton, United Kingdom BAXTER Full time

    **This is where you save and sustain lives** At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in...


  • Northampton, United Kingdom Satarah Recruitment Limited Full time

    **New Job: Part time Customer Service Coordinator** You will be providing customer service and sales support to this growing business based between Northampton and Wellingborough. You will be supporting operations, driving excellence in customer service while championing sustainability, sound good? Are you passionate driven and a dynamic individual looking...

  • Complaints Officer

    4 weeks ago


    Northampton, United Kingdom Northampton General Hospital Full time

    Job summary This is an excellent opportunity for an enthusiastic, skilled, dedicated and highly motivated individual looking to make a real difference to the care provided to our patients, by joining our complaints team at Northampton General Hospital NHS successful applicant will support the Trust's vision to deliver excellent patient care and will...

  • Complaint Handler

    6 months ago


    Northampton, United Kingdom Barclays Full time

    **Complaint Handler** **Northampton** **£25,000 per annum + Excellent Benefits: Private Medical Care including GP services, Life assurance covering x8 times basic salary, Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, with the option of buying or selling 5 days per year, plus many more benefits** **Barclays Overview** You...


  • Northampton, United Kingdom Wickes Full time

    We are excited to announce that our Customer Service Operations team is expanding! We are currently recruiting 4 Customer Warranty Coordinators to join our brand new team based in our Northampton office. As a Customer Warranty Coordinator, you will be responsible for owning, managing and resolving multiple customer kitchen and bathroom warranty cases. This...


  • Northampton, United Kingdom Impact Recruitment Full time

    **Customer Service Coordinator** **Temporary on going until September** **Northampton, NN4** **Monday to Friday, 8am-4pm / 10am-6pm rotating weekly** **£25,500 per annum plus excellent benefits** **Are you passionate about providing excellent customer service?** **Are you an efficient administrator who pays great attention to detail?** **Are you an...


  • Northampton, United Kingdom TSR Recruitment Limited Full time

    TSR are currently recruiting for an experienced Customer Care Coordinator for a top new build housing developer based in Northampton. This is a permanent role and we are looking for candidates who have Housing experience as well as high levels of Customer Service skills. The main purpose of the role is to provide an efficient and effective customer care...


  • Northampton, United Kingdom CV-Library Full time

    TSR are currently recruiting for an experienced Customer Care Coordinator for a top new build housing developer based in Northampton. This is a permanent role and we are looking for candidates who have Housing experience as well as high levels of Customer Service skills. The main purpose of the role is to provide an efficient and effective customer care...


  • Northampton, Northamptonshire, United Kingdom Baxter Full time

    At Baxter, we're dedicated to improving patient outcomes worldwide. As a Customer Service Coordinator, you'll play a critical role in this mission.Located in Northampton, this position involves working directly with customers across our product lines and channels. Your primary responsibility will be to resolve customer issues through creative problem-solving...


  • Northampton, United Kingdom Impact Recruitment Services Full time

    Customer Service Coordinator Northampton - NN3 12-month Contract Monday to Friday (Hybrid), full-time £25-26,000 *EXCLUSIVE JOB WITH HIGH END BRAND* Do you have excellent interpersonal skills and the ability to build relationships? Do you have previous experience of working within administration and good MS Excel skills? If so, we may have the...


  • Northampton, United Kingdom CV-Library Full time

    Customer Service Coordinator Northampton - NN3 12-month Contract Monday to Friday (Hybrid), full-time £25-26,000 *EXCLUSIVE JOB WITH HIGH END BRAND* Do you have excellent interpersonal skills and the ability to build relationships? Do you have previous experience of working within administration and good MS Excel skills? If so, we may have the...


  • Northampton, Northamptonshire, United Kingdom Baxter Full time

    At Baxter, our work improves outcomes for millions of patients worldwide. We are deeply connected by our mission and strive to deliver a human-centered, helpful experience through creative problem-solving and thoughtful communication.As a Customer Service Coordinator, you will partner with our customers to resolve issues and strive to deliver a high level of...

  • Legal Counsel

    10 hours ago


    Northampton, United Kingdom Meraki Talent Ltd Full time

    Are you a skilled legal professional with a strong focus on customer protection and dispute resolution?Meraki Talent are seeking an experienced Legal Counsel to lead customer complaints remediation efforts and ensure fair and timely resolution of disputes.Key Responsibilities:Provide expert legal advice and oversight on customer complaints and dispute...

  • Legal Counsel

    3 hours ago


    Northampton, United Kingdom Meraki Talent Ltd Full time

    Are you a skilled legal professional with a strong focus on customer protection and dispute resolution?Meraki Talent are seeking an experienced Legal Counsel to lead customer complaints remediation efforts and ensure fair and timely resolution of disputes.Key Responsibilities:Provide expert legal advice and oversight on customer complaints and dispute...