Customer Experience Executive
Role overview:
Birchwood
Warrington Contact Centre (1604) Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD / Hybrid Working available once successfully completed probation period (approx. 12 weeks)
Permanent
Full Time
Grade 2
Salary - £25,972 per annum plus bonus paid monthly
Hours - 40 per week working rotas between 8am to 8pm Monday to Friday and 8am - 6pm Saturday/Sunday (typically 1 in 4 weekends)
At Currys we're united by one passion: to help everyone enjoy amazing technology.
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.
We're looking for Customer Experience Executives to investigate, manage and resolve individual customer complaints for our UK or Republic of Ireland (ROI) insurance plans or our UK credit plans.
Using your excellent customer service skills, you'll put the customer at the heart of your investigation ensuring the outcome is fair and consistent in line with regulatory requirements.
If you have some regulated complaints experience and you're looking to develop your career in this area this could be your next job as we'll support, mentor and train you to make this happen.
Role overview:
As part of this role, you'll be responsible for:
- Completing case management ownership of any complaint you handle ensuring the customer liaises with you exclusively
- Providing outstanding customer service and support that turns customers into lifetime loyal customers of Currys
- Handling escalated complaints by considering a logical, empathetic and customer focused approach in all cases
- Identifying and capturing the root cause of complaints, to feed back to relevant areas/teams
For ROI insurance plans, once qualified, you'll be responsible for:
- Completing all necessary administrative and grandfathering tasks to become a CF8 Controlled function (adjudicating on complaints)
- Completing all annual CPD and role requirements to maintain your qualifications
- Providing supervisory support for all ROI activities within Currys and providing qualified person guidance and direction in respect of all escalated queries, issues and misrepresentation cases
You will need:
- An awareness of UK (FCA) and/or Republic of Ireland (CBI) regulatory requirements and rules around complaints handling
- Regulated complaints experience
- Excellent customer service skills
- Good negotiation and influencing skills
- Excellent problem-solving skills
- For our ROI insurance plan role you'll need to be prepared to successfully complete additional qualifications via the Insurance Institute of Ireland (120 hours study in total) and if applicable complete the online APA in Consumer Credit via the Irish Institute of Banking (40 hours study)
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
- 25 days Holiday plus 8 Public Holidaysper year
Why join us:
Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.
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.
Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help.
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