Lead Complaints Advisor

4 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Home Group Full time

Job Title: Lead Complaints Advisor

About the Role

We are seeking a highly skilled and experienced Lead Complaints Advisor to join our team at Home Group. As a key member of our customer service team, you will play a vital role in transforming our customers' experiences by handling and resolving complaints in a fair and efficient manner.

Key Responsibilities

  • Engage with customers to understand their concerns and work collaboratively to find effective resolutions.
  • Assess and resolve escalated complaints, making informed decisions to ensure equitable outcomes.
  • Utilize excellent communication skills to articulate thoughts and decisions clearly to customers and colleagues.
  • Provide guidance and support to colleagues on complaint handling and contribute to business improvements.
  • Liaise with key stakeholders to ensure exemplary service and professional representation of Home Group.

What You'll Bring

  • Strong experience in complaint management, with a proven track record of handling complex cases with empathy and efficiency.
  • A thorough understanding of and adherence to complaint management policies and procedures.
  • A flexible and innovative mindset, with a willingness to continuously seek opportunities for improvement.
  • Technical skills with experience using complaint resolution systems, Microsoft Office, and general contact management systems.

What We Offer

  • A hybrid working arrangement, with two days in the office and three days working from home.
  • A competitive salary, with the opportunity to negotiate based on skills and experience.
  • A comprehensive benefits package, including a health cash plan, generous pension scheme, and life insurance.
  • Over 800 high street discounts on groceries, holidays, and days out.

Join Our Team

At Home Group, we are committed to providing excellent customer service and creating a positive experience for our customers. If you are a motivated and experienced professional who is passionate about delivering exceptional customer service, we would love to hear from you.

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