COMPLAINTS SPECIALIST

£24,570, plus excellent benefits (Work level 6C)
Manchester city centre, hybrid working (your first month will be spent in the office during the training period, and then 2 days a week in the office going forwards).
We’re looking for Complaints Specialists to join our Sales and Services team at Co-op.
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.
This is a fantastic opportunity to develop your career while making a positive difference to our customers’ experience at a time when they need it most.

WHAT YOU’LL DO

• 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.

THIS ROLE WOULD SUIT PEOPLE WHO HAVE

• 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
• 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.