About the role
If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know. If you would like to be considered under the Disability Confident Scheme, please contact us at: recruitment@b-and-q.co.uk. If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.
Permanent
Salary £27500 pa + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (3 days per week in the office)
Doncaster
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as an Installations High Level Complaints Advisor and you’ll be a big part of this.
Key responsibilities
This role is instrumental in us supporting our installations customers, understanding the root-cause of complaints, and preventing future reoccurrence. Working
as part of a team and with the Quality & Aftercare manager, the Installations Executive Complaints Advisors are empowered to resolve customer contacts with a level of
autonomy within agreed guidelines. With a “customer-first” mindset, you’ll understand their journey and their communications, building necessary relationships with the customer
and internal B&Q stakeholders to provide a swift resolution that encourages customer loyalty.
Key Accountabilities / Responsibilities:
• Handle and resolve complaints from our installations customers that have been sent to the Kingfisher and B&Q
Board, as well as legal and financial complaints via the Installations field team and our stores, or from our internal
PR Team
• Liaise with store leadership, installations field team and installers to coordinate effective resolutions.
• Work with Installations Quality & Aftercare advisors to identify opportunities for service improvement.
• Manage complex complaints and build effective relationships with our internal stakeholders, as well as our
business partners in affiliated Finance and Ombudsman groups.
• Manage and resolve complaints received via telephone, email, and letter, maintaining communication within
agreed SLA’s.
• Understanding the details of complaints and making detailed records on B&Q systems
• Work within agreed guidelines with the autonomy to make decisions and find resolutions.
• You may be required to undertake other duties from time to time as we may reasonably require.
Required skills & experience
• Experience of dealing with complex problems and creating simple solutions.
• High levels of organisational skills
• Ideally from a Complaints/call handling background.
• Excellent Communication skills, both written and verbal, across all levels of an organisation.
• A keen eye for detail and recording data with accuracy.
• Effective communication skills across multiple channels
• Customer focused; understands the needs of internal and external customers, responds promptly, and ensures
the customer is at the forefront of their thinking.
• Working with others; builds effective relationships with peers outside own team, to provide the best solutions for
our customers, not afraid to tackle conflict or confront others when problems occur.
• Experience with dispute resolution and/or mediation beneficial but not essential.
• Installations experience beneficial but not essential.
What's in it for me?
What's In It For You?
At B&Q, we're building more than great homes – we're building great careers.
When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.
Here's what you can expect:
🏡 Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.
📈 Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.
💰 Competitive Reward Package - A competitive salary, pension and a range of financial benefits.
🛒 Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.
❤️ Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.
🌴 Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.
🤝 A Place Where You Belong - We're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.
🌍 Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.
Eligibility To Work
Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.
Accessibility & Disability Confident
At B&Q, we're committed to creating an inclusive recruitment experience for everyone.
If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.
If you would like to be considered under the Disability Confident Scheme, please contact us at recruitment@b-and-q.co.uk. If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.
We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.
If you require any additional support or adjustments to help you make an application, please contact us at recruitment@b-and-q.co.uk.
Rewards &
benefits
Discount card
The one we all love! Get 20% discount on your purchases at B&Q in-store and online, after you've been with us for 1 month.
Share schemes
Share in the success you help create. With our shareplans, from just £5 per month, you can build up a savings pot, or use what you save to be a Kingfisher share holder.
Life assurance
If the worst should happen, Life Assurance ensures those close to you have some protection.
Employee assistance programme
We offer free and confidential support and counselling to help you through matters such as wellbeing, divorce, legal, and financial management.
Salary/Bonus
We offer competitive salaries for all roles, and benchmark them, to ensure that we’re getting it right. And, as we value the contribution of all our colleagues equally, whether they are 17 or 70, our rates of pay for each job is the same.
Pension
You’ll have access to the award-winning Kingfisher Pension Scheme, and we’ll put money in alongside your savings too.
Medical
We have a number of medical benefits available depending on your role to help you and your family look after yourselves.
Leave
All work and no play is no fun! So, you can enjoy 6.6 weeks' leave, plus we'll reward you with additional leave and cash rewards to celebrate long service anniversaries and milestone years.
Flexible working
The chance to achieve more balance between work and your other commitments.
Shopping discounts
Take advantage of fantastic discounts on loads of products and services, just for being a B&Q colleague!
Gym discounts
We have a network of over 3,300 health clubs offering discounts to colleagues and their partners of up to 25% on self-paid gym memberships.
Eye care
If you use a computer regularly for work, then we pay for your eye test every two years. If you do require glasses, then you’ll also get £50/€70 towards single focal lenses and frames too.
Cycling to work scheme
Whether you are thinking green, trying to get fit or saving money, our cycle to work scheme helps colleagues spread the cost and save money on any bike and safety equipment through salary sacrifice.
Long service
Just like most families, we like to celebrate anniversaries and milestone years. For every 10 years up to 40 years’ service we give extra annual leave and a cash payment.
Training &
development
Learn & Develop at B&Q
When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we're here to help you make the most of every opportunity. Thanks to our friendly learning system, LEO, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together.
Flexible learning with Leo
LEO is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With LEO, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 500 different learning activities - like short videos, articles, workshops and webinars - think of LEO as your 24/7 training pal, designed to help you make the most of your B&Q career journey.
Developing in role
Learning never stops at B&Q. Whether you've been in your role for one day or five years, there's always something to be curious about. It's why we're always creating learning opportunities and experiences that'll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.
Building expertise and know-how
We believe anyone can learn the technical skills to do their job with excellence. It's all about attitude and behaviour here. So, if you're passionate about customer service and design, we'll teach you how to create beautiful kitchens. If you're someone who loves being outdoors, we'll help you learn about our garden ranges. And, if you're someone who just loves what we do but doesn't know where to start, we'll help you find the perfect role for you to grow into.
Accelerated Development Talent Programmes
Whatever goal you're working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we're there to make sure you achieve your ambitions.
Induction
At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.
A day in the life
Caitlin, Showroom Customer Advisor
I work with a diverse range of people who all have their own quirks and that’s what I love. A really good day at work is being on shift with one of my closest colleagues or helping a lovely customer and making their day. That’s most days really!
commute
Store location
Doncaster,
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choose us?
Why Customer Service at B&Q?
Our B&Q Customer Advisors are the friendly faces of our business. They're the ones who work across our stores to provide advice and assistance to each and every customer looking to make their big ideas into a much loved reality.
Why B&QReady to apply?
Step 1:
Apply via bandqcareers.com
Step 2:
We'll contact you for a phone interview
Step 3:
We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you're applying for is more complex).
Step 4:
We’ll contact you with feedback, and maybe even a job offer.
Check out our FAQs for more information about interviewing at B&Q.