Complaints Specialist

3 days ago

Manchester, United Kingdom Coop Full time

**Complaints Specialist**
£23,500 plus excellent benefits (Work level 6C)
Manchester city centre (hybrid working)

We’re looking for a Complaints Specialist to join our Sales and Services team.

In this role, you’ll own end-to-end complaints resolution across our Funeralcare business, helping us to resolve issues quickly and compassionately for our customers and members. We’ll look to you to provide excellent customer service, making sure we get the right outcomes for our customers whilst showing empathy and resilience given the emotive nature of these complaints. You’ll also deliver insights that will allow us to improve the services we provide and live up to our Co-op values.

This is a fantastic opportunity to develop your career while making a positive difference to our customers’ experience at a time when they need it most.

**What you’ll do**
- Manage the end-to-end resolution of customer complaints across our Funeralcare business
- Make sure customers and members have the best possible experience, and get the right outcome/compensation
- Build an in-depth understanding of issues so that you know what went wrong and why, and how we can improve things in the future
- Remain calm, professional and polite in all customer interactions

**This role would suit people who have**
- Good verbal and written communication skills
- Experience of delivering excellent customer service and resolving customer complaints
- Emotional intelligence and resilience - you’re able to keep calm when dealing with difficult situations and put yourself in others shoes
- Experience of handling complaints in an FCA regulated environment
- Strong planning and organisational skills

If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services), the Wagestream app - giving you access to a percentage of your pay as you earn it, and the YuLife app - rewarding you for exercising with discounts and vouchers for your favorite brands. You’ll also get:

- An annual bonus (based on personal and business performance)
- 28 days holiday (rising to 32 with service) plus bank holidays
- A pension with up to 10% employer contributions
- Access to a subsidised onsite gym (at our Manchester HQ)
- Coaching and training to support your career development

At Co-op, we’re proud to do things a different way. As one of the world’s largest co-operatives, owned by millions of members, community is at the heart of what we do. Since our Co-op was founded in 1844, we’ve had a clear social purpose, and everything we do as a business helps to build a fairer world for our members, customers, colleagues, and communities.

We'll ask whether you’d like to be considered under the Disability Confident scheme when you apply.
If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing

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