Complaints Advisor

2 days ago

Birchwood, United Kingdom Currys Full time

**Role overview**:
Complaints Advisor Second Line Support / 2nd line

Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD
Full time, Fixed Term Contract for 6 months

Salary - £25,552.00 per annum performance related bonus up to 10% of annual salary.
- Working Hours/Shift pattern - 37.5 hours per week on rotating shifts
- Monday to Friday, between 8:00 AM and 8:00 PM
- 1 in 5 weekends: Saturday (9 AM - 6 PM) & Sunday (10 AM - 5 PM)

Interviews taking place w/c 11th August

As the UK’s best-known retailer of tech, we’re proud of the service our customers receive - and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

**Role overview**:
Day to day, you’ll:

- Handle inbound and outbound customer contact
- Resolve complex complaints and escalated customer issues
- Own cases end-to-end with a focus on right first time resolution
- Investigate root causes and support continuous service improvement
- Meet performance targets around quality, resolution time, and customer satisfaction
- Collaborate with colleagues to share knowledge and drive team success

**What you’ll need to succeed**:

- Strong communication skills; both written and verbal
- Experience dealing with challenging conversations with empathy and professionalism
- Excellent time management and organisational skills
- A good working knowledge of Microsoft Office tools (Word, Excel, Outlook)
- A sound understanding of consumer rights
- Previous complaints handling experience (desirable)

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

- Performance related bonus
- Product discounts on the latest tech
- A range of wellbeing initiatives
- Hybrid working

**Why join us**:
Join our Warrington Contact Centre team and we’ll be with you every step of the way, helping you develop the career you want with on-going training and skills for life. If you have worked for us before, then please let us know before progressing.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

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