Complaints Specialist

United Kingdom·Manchestermid

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Quick Summary

Overview

CBS Adviser - Complaints Specialist £25,500 plus great benefits (Work level 6C) Manchester city centre; in this role you’ll spend your first 13 weeks in the office for your training,

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What We Offer

~1 min read

In this role, you’ll own end-to-end complaints resolution across our Funeralcare business, helping us to resolve issues quickly and compassionately for our customers and members. We’ll look to you to provide excellent customer service, making sure we get the right outcomes for our customers whilst showing empathy and resilience given the emotive nature of these complaints. You’ll also deliver insights that will enable us to improve the services we provide and live up to our Co-op values.

Responsibilities

~1 min read

•    Manage the end-to-end resolution of customer complaints across our Funeralcare business
•    Make sure customers and members have the best possible experience, and get the right outcome/compensation
•    Build an in-depth understanding of issues so that you know what went wrong and why, and how we can improve things in the future
•    Remain calm, professional, and polite in all customer interactions.

•    Good verbal and written communication skills, with the ability to communicate well on the phone and via email
•    Experience of delivering excellent customer service and resolving customer complaints in a regulated environment
•    Emotional intelligence and resilience – you’re able to keep calm when dealing with difficult situations and put yourself in other peoples’ shoes
•    Strong planning and organisational skills.

At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• 30% discount on Co-op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion.