About the role
Permanent
From £35,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (2 days per week in the office)
Southampton, Store Support Office
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 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 more complex customer contacts such as warranties, court claims and ombudsman activity, with ability to analyse data trends and support the Complaints Resolution and Prevention Manager in implementing root cause preventions.
Key responsibilities
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 Exec Team process in conjunction to identify improvements to enable the team to handle Service complaints that have legal elements, such as discrimination, product safety etc 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 in to SSO
• Support on 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 the Customer Service
• Colleagues across various business functions
• Retail Colleagues
• Finance
• PR/Social Media
Required skills & experience
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 recording data with accuracy
• 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
• 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
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 wellness means different things to different people, 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.
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.
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 150 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.
Explore our
store support office
Facilities
In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.
Sustainability
B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.
Ready 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.