The role of a Complaints Handler is to take ownership of a portfolio of complaints and compensation claims, the Complaints Handler is there to investigate, resolve and respond to complaints made by customers and third parties, ensuring fair treatment of customers at all times, by completing thorough and objective investigations in line with the company policies to create award winning, positive experiences.

This role involves a full analysis of the complaint to be able to provide feedback to stakeholders across the business in order to make key operational and strategic business decisions.

Intelligent, friendly and attentive, our brilliant teams are focussed 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 the customer experience.

Main Responsibilities

• Taking ownership of a complaint and carrying out a full assessment of a customer’s journey to be able to successfully resolve any dispute.
• You will need to be proactive in investigating and providing solutions to customers
• Provide support and assistance to teams across the business.
• Identify improvements from across the business, whether this be from a showroom appointment to a delivery or installation.
• Identify and report on any processes that could result in a poor customer experience.
• Communicate with customers, call center reps, market managers to gather more data on complaints as needed.

Desired skills and knowledge:

• Complaint handling experience
• Knowledge of Alternative Dispute Resolution (ADR)
• Strong communication skills - both written and verbal
• Good IT skills
• Customer Service experience
• Ability to work independently and within a team environment

About the Company

Wren Kitchens, the UK’s number one kitchen retailer and manufacturer, have rapidly expanded into the USA. Wren is famous for providing tailored, luxury kitchens at affordable prices. We could not be more excited to be opening new kitchen showrooms, manufacturing facilities and corporate offices in 2022.

With our exponential growth, we are looking for incredible individuals to join us and continue our success story!

What's great about working for us?

• A fantastic team environment, with great facilities

• Excellent training and development programmes

• Fantastic career progression

• High-quality IT equipment and software

• Generous PTO and benefit