Installations Executive Complaints Advisor

Installations Executive Complaints Advisor

Join to apply for the Installations Executive Complaints Advisor role at B&Q, Doncaster office. Permanent, 4 days per week in the office.

Salary:
Up to £27,500 + pension + PMI + Share Save + 6.6 weeks holiday + office working.

Applications close on 31st December. Successful candidates will be invited to a face‑to‑face interview on 7‑9 January.

We believe anyone can improve their home to make life better. From our Doncaster Installations Office 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 Executive Complaints Advisor and you’ll be a big part of this.

• Handle and resolve complaints from 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 stores, or from the 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, business partners in finance and ombudsman groups.
• Manage and resolve complaints received via telephone, email, and letter, maintaining communication within agreed SLA’s.
• Understand the details of complaints and make detailed records in B&Q systems.
• Work within agreed guidelines and have the autonomy to make decisions and find resolutions.
• You may be required to undertake other duties from time to time.

• Showrooms and store colleagues
• Installations teams
• Installers
• External partners
• Customer Management Centre & Executive complaints team
• Colleagues in Supply Chain, Logistics and Commercial
• Retail Leadership Team, Store Managers
• PR, social media and marketing

• Experience dealing with complex problems and creating simple solutions.
• High levels of organisational skills.
• Background in complaints/call handling.
• Excellent written and verbal communication skills across all levels.
• Attention to detail and accurate record keeping.
• Effective communication across multiple channels.
• Customer focused and responsive, keeping the customer at the forefront.
• Ability to build relationships, tackle conflict and confront others when problems occur.
• Experience with dispute resolution or mediation beneficial.
• Installations experience beneficial.

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 our communities.

Benefits: competitive salary, award‑winning pension scheme, bonus, Share Save options, 6.6 weeks holiday, payroll giving, Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and more.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best. If you need recruitment adjustments during the application or interview process, contact

Entry level

Full‑time

Information Technology

Retail