Resolution Advisor

Resolution Advisor – Wren Kitchens

About the Role

The Resolution Advisor takes ownership of a portfolio of complaints and compensation claims. The role involves investigating, resolving and responding to complaints made by customers and third parties, ensuring fair treatment at all times. Responsibilities include thorough and objective investigations in line with company policies, providing feedback to stakeholders, and making key operational and strategic business decisions.

Main Responsibilities

• Own and proactively resolve customer complaints and compensation claims in line with company policies.
• Take ownership of each customer call to provide the best resolution.
• Provide all Wren customers with an exceptional experience.
• Assist stores with queries or concerns relating to systems or processes.
• Identify and report on processes that could result in a poor customer experience.
• Demonstrate empathy and clear understanding when liaising with customers in a professional manner.

What Wren Offers

• Life Assurance after 2 years' service.
• Access to Benenden health and discount platform after 1 year of continuous service.
• Personalised progression plan with clear career opportunities.
• Individual training budget for personal development.
• EE discount.
• Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service.
• Eye Care Vouchers.
• Refer a Friend Scheme.
• Free onsite gym.

Desired Skills and Knowledge

• Attentive with a strong focus on the customer experience.
• Previous complaints handling experience is beneficial.
• Passionate with the ability to take ownership of customer queries and confidently resolve issues.
• Ability to effectively organise and prioritise workload.
• Excellent oral and written communication skills.
• Proven ability to thrive in a fast‑moving environment.
• Excellent computer skills including Microsoft Office.
• Flexible with working hours & overtime, including weekends & evenings.
• Excellent attendance with proven reliability and can adhere to the agreed work schedule.

About the Company

Wren Kitchens is passionate about kitchens and its people, having opened over 100 showrooms, launched in the USA, and winning multiple awards including the UK’s Number 1 place to work. With exponential growth, Wren is looking for incredible individuals to join the Wren family and continue its success story.