Executive Complaints Specialist

B&Q Chandler's Ford, England, United Kingdom Executive Complaints Specialist Permanent position. Salary up to £40,000 + Pension + PMI + ShareSave, 6.6 weeks holiday, hybrid working (2 days per week in the office). Overview We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, people, and the whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as an Executive Complaints Specialist and you’ll be a big part of this. Role Purpose This role is instrumental in understanding the root‑cause of complaints and preventing future reoccurrence for our customers and B&Q colleagues. Working within the Complaints Handling and Prevention team within Customer Service, the Executive Complaints Specialist specialises in handling complex customer contacts such as warranties, court claims and ombudsman activity, analysing data trends and supporting the Complaints Resolution and Prevention Manager in implementing root‑cause preventions. Key Accountabilities / Responsibilities Record, investigate and coordinate the response to County Court and discrimination cases, draft defences and process to resolution as required. Act as a trusted partner by supporting the Store, Quality, High Level Complaints and Installations Warranty Teams, advising on the legalities of complex escalated claims. Coordinate the processing of claims with the company’s third‑party claims handlers, liaising with internal stakeholders as appropriate. Represent the company in consumer mediation. Periodically assess current Executive Team process in conjunction to identify improvements to enable the team to handle service complaints that have legal elements, such as discrimination and product safety, within company guidelines. Work with the Complaints Prevention & Resolutions Manager as well as L&D to provide knowledge for creation of training modules for handling service complaints with a legal element, to assist with upskilling of the Executive Complaints Advisors. Handle complaints from our customers that have been escalated to members of the B&Q Board and support colleagues with complaint resolution. Work with Complaints & Resolution Manager on establishing root‑cause complaints drivers. Respond, investigate and coordinate the resolution of walk‑in complaints and bailiff visits to SSO. Support cases relating to product issues where injury/damage to customers or their property arises, working closely with Quality and stakeholders to identify a potential issue. Key Business Relationships Departments within Customer Service Finance/Ombudsman Colleagues across various business functions Retail Colleagues PR/Social Media Required Skills & Experience Experience of dealing with complex problems and creating simple solutions. Ideally from a complaints/call handling background. Experience with consumer law and policy. Excellent communication skills, both written and verbal. A keen eye for detail and accurate data recording. The ability to write well‑articulated emails and letters. Customer focused; understands the needs of internal and external customers, responds promptly, and ensures the customer is at the forefront of their thinking. Works well with others; builds effective relationships with peers outside own team, to provide the best solutions for our customers, and is not afraid to tackle conflict or confront others when problems arise. Experience/qualification in consumer law. Experience working with ombudsmen / legal third parties. What's in it for me? As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business. We also recognise that wellbeing means different things to everyone, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award‑winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments. #J-18808-Ljbffr