• Profile

Complaints Handler

Customer Service
Salary Details:
£23,480-£27,560 plus Quarterly Bonus
About The Company

Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work!

This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!

About The Role
The role of a Complaints Handler is to take ownership of a portfolio of cases which can include some high profile customers. As a Complaints Handler we need to ensure we carry out thorough objective investigations in line with the company policies with the aim to resolve and respond to customers ensuring we are giving customers fair treatment at all times resulting in delivering award winning, positive experiences.

This role involves a full analysis of customer experiences in order to be able to provide feedback to stakeholders across the business to make key operational and strategic business decisions.
Bright, friendly and attentive, our brilliant teams are focused on doing the best for our customers. If you're resourceful and a confident communicator, this role will allow you to make a real difference to our customer experience.

Main Responsibilities:

•    Proactively resolving customer queries and issues through various channels of communication
•    Manage a case load efficiently, ensuring all cases are actioned accordingly
•    Taking ownership of each customer call to provide the best resolution
•    Provide all Wren customers with an exceptional experience
•    Assist stores with any related queries or concerns relating to the systems or processes
•    Identify and report on any processes that could result in a poor customer experience
•    Demonstrate empathy and clear understanding when liaising with customers in a professional manner
In addition to any other duties, as a responsible person you must ensure that you have read, understood and adhere to polices and procedure relating to Health and Safety, and your responsibilities located in the Integrated Management System (IMS) Responsibilities document.

What Wren Offer:
  • Free access to our state of the art on-site gym, open 24/7
  • Enjoy subsidised meals in our two restaurants
  • Free on-site parking
  • Customer Service Employee of the Month awards
  • Refer a Friend Scheme
  • Free refreshments brought directly to your desk
  • Free annual eye tests and a contribution to new glasses
  • Free uniform included that you can claim under the HMRC allowance
  • Subsidised bus service options from Hull, Grimsby and Scunthorpe

About You
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 where required
•    Ability to effectively organise and prioritise your own 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