WHY JOIN US:

Join our team and we’ll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we’ll do our best to help

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Performance related bonus
• Product discounts on the latest tech
• A range of wellbeing initiatives
• 25 days holiday plus 8 public holiday

ROLE OVERVIEW:

Birchwood
Contact Centre, The Point, 410 Birchwood Boulevard, Birchwood, WA3 7WD
Permanent
Full Time
Grade 2
Salary - £25,682 per annum
Working Hours/Shift pattern - 37.5 hours per week on a rotational shift basis across 6 weeks, between the hours of 08:00 and 19:00. This will include working 1 weekend in every 6.
Hybrid working: Once you are signed off by your manager as capable and confident to work independently, you will have the option to work from home. You will, however, be required to attend the office at least 2 days per month.
At Currys we’re united by one passion: to help everyone enjoy amazing technology.
As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as part of the CMC Teams you will have the opportunity to recover our customer journey by supporting colleague and customer, guiding an issue or complaint through to resolution.
Acting as voice of our customer feeding into service improvements that will make it clearer, simpler and faster for our customers.

ROLE OVERVIEW:

As part of this role, you’ll be responsible for:

• Understanding customer requirements and take appropriate action to resolve
• Working to a high degree of accuracy
• Able to comprehend complex customers queries
• To positively role model the business values
• Investigating and owning the customer’s query or complaints from initial contact through to case resolution
• Handling query calls and complaints via all channels, using internal systems for record keeping, enabling audit trail, timeline and root cause analysis
• Handle escalated complaints by considering a logical, empathetic and customer focused approach
• Ability to think outside of standard processes to find a solution, acting as voice of the customer to champion the right business and customer outcome
• Identify and as appropriate record and provide alternative support to vulnerable customers
• Ability to work on own initiative, using resources to hand and working as a team when seeking customer resolutions
• Liaise in a professional, confident and timely manner with managers and stakeholders
• Achieves individual performance targets supporting team, department and business Metrics that Matter (KPI’s)
• To meet all quality standards in order to contribute to the overall level of customer satisfaction
• Identify and is appropriate record and provide alternative support to vulnerable customers
• To keep up to date of any changes in the company’s operations, products and services which will enable you to identify further opportunities to improve customer satisfaction and retention
• Acts at all times within the compliance of all current legislation and adheres to all company policies and procedures
• Provide world-class customer service to customers and suppliers in a courteous, effective and timely manner

You will need:

• Great verbal and written communication skills with a confident, friendly approach
• Excellent customer service skills
• To place our customers at the heart of every interaction - be the voice of our customer
• To take ownership - when our customers need our help, deliver a positive and lasting experience
• Have an ability and willingness to learn new systems and procedures
• Be computer literate, preferably with knowledge of using the internet and email
• Have an ability to overcome objections and self-motivated and enthusiastic with a positive attitude
• Flexible and resilient
• Strong Organisational skills
• To remain calm, objective and professional at all times
• To be adaptable in an ever-changing work environment
• To keep up to date with new policies and procedures, using all available means of information
• To ensure that personal conduct is in accordance with company policies and procedures
• To take responsibility for personal development, learning and performance levels
• To fully comply and remain conversant with all legislative requirements, including Data Protection
• Balanced in outcome for customer, business and shareholder
• Great attention to detail and accuracy of work
• Good time management skills
• Able to recognise when the situation is right to act independently or when to work as part of a team
• Experience in managing complaints through to resolution
• Excellent conflict resolutions skills
• Good understanding of consumer rights

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Performance related bonus
• Product discounts on the latest tech
• A range of wellbeing initiatives
• 25 days holiday plus 8 public holidays