Job Overview
We are seeking a dynamic and experienced Senior Customer Complaints & Resolution Specialist to lead our customer service excellence. In this pivotal role, you will oversee the resolution process for complex customer complaints, ensuring swift, effective, and empathetic solutions. When a customer has reached the end of their patience, you’re the person we want to speak to them.
You will take ownership of escalated complaints and complex customer issues, investigate what has happened, work with the relevant teams to find a solution and personally see the case through to resolution.
The aim isn’t simply to close complaints.
It’s to resolve the problem properly, recover the customer’s trust and learn from what went wrong.
As Senior Customer Complaints & Resolution Specialist, you will become a key point of escalation within the Customer Experience team.
You’ll deal with customers who may have experienced problems with their order, delivery, product, assembly, installation, warranty or overall service experience.
You’ll need to be comfortable having difficult conversations, investigating complex situations, negotiating solutions and making sensible commercial decisions.
You will also take an active role in managing White Stores’ online reputation, including customer feedback and reviews across platforms such as Trustpilot and Google.
Key Responsibilities
- Take ownership of complex and escalated customer complaints from initial escalation through to resolution.
- Deal directly with customers who are highly dissatisfied or have exhausted the normal customer-service process.
- Investigate complaints thoroughly and establish exactly what has happened.
- Review order history, delivery information, communications, photographs, product information and other relevant evidence.
- Identify where things have gone wrong and determine an appropriate course of action.
- Communicate with customers by telephone and email.
- Manage expectations clearly and professionally throughout the complaint.
- Keep customers updated rather than allowing them to chase for information.
- Take responsibility for reaching a resolution rather than simply passing the issue to another department.
- Handle sensitive, emotional and challenging conversations calmly and professionally.
Resolution & Customer Recovery
- Find fair, practical and commercially sensible solutions to difficult customer situations.
- Use agreed authority to offer appropriate solutions such as replacements, repairs, refunds, goodwill gestures or other remedies.
- Recognise when an issue needs to be escalated to Senior Management for further advice and support.
- Where appropriate, look for opportunities to turn a dissatisfied customer into a satisfied customer.
- Follow cases through until the customer has received the agreed resolution.
- Ensure commitments made to customers are followed through.
- Maintain ownership of the customer journey until the matter is genuinely resolved.
- Join us in delivering exceptional customer experiences through proactive resolution strategies! This role is perfect for passionate leaders eager to make a difference by turning challenges into opportunities for growth
- Monitor customer feedback and reviews across Trustpilot, Google and other relevant review platforms.
- Respond to negative reviews in a professional, helpful and brand-appropriate manner.
- Identify customers whose experience may be recoverable through proactive contact.
- Where appropriate, contact customers directly to understand and resolve the underlying issue.
- Identify recurring themes within customer feedback.
- Support initiatives designed to improve customer satisfaction and online reputation.
- Ensure responses are consistent with White Stores’ tone of voice and customer-service standards.
Working Across the Business
A major part of this role will be working closely with different teams across White Stores to investigate issues, establish what has happened and deliver effective resolutions.
You will work closely with:
1. Customer Services
Work together on escalated cases, customer history, previous communications and actions already taken.
2. Warehouse & Operations
Investigate stock, picking, packing, product and fulfilment issues and establish where operational problems have occurred.
3. Logistics & Delivery
Resolve delivery failures, delays, damages, missing items and courier-related issues.
4. Product & Technical Teams
Investigate product faults, technical queries, warranty issues and potential product defects.
5. Installation Teams
Investigate and resolve installation-related complaints, issues and customer concerns.
What We’re Looking For
We’re looking for someone who has experience dealing with difficult customers and complex complaints, rather than simply handling routine customer-service enquiries.
Essential
- Previous experience in a senior customer-service, complaints, customer-resolution or customer-experience role.
- Proven experience dealing with escalated and challenging customer complaints.
- Excellent telephone and written communication skills.
- Confident dealing with difficult conversations.
- Strong investigation and problem-solving skills.
- Excellent attention to detail.
- Ability to manage multiple complex cases at the same time.
- Strong organisational and follow-up skills.
- Commercial awareness and good judgement.
- Comfortable working independently and taking ownership.
- Confident using CRM and customer-service systems.
Desirable
Experience within any of the following would be advantageous:
- Retail
- E-commerce
- Furniture
- Garden / outdoor living
- Home improvement
- Logistics / delivery
- Consumer goods
- Warranty or after-sales service
Experience using Trustpilot, Google Reviews or other online review platforms would also be beneficial.
Pay: £27,500.00-£30,000.00 per year
Benefits:
- Casual dress
- Company events
- Employee discount
- Free parking
- On-site parking
Work Location: In person
