The Resolution Advisor will take ownership of a portfolio of complaints and compensation claims. The role involves investigating, resolving, and responding to complaints made by customers and third parties, ensuring fair treatment of customers at all times. This is achieved by completing thorough and objective investigations in line with company policies to create award-winning, positive experiences.

This role involves a full analysis of the complaint to provide feedback to stakeholders across the business, aiding in key operational and strategic business decisions.

Requirements

• Resourceful
• Confident communicator

Responsibilities

• Owning and proactively resolving customer complaints and compensation claims in line with company policies
• Taking ownership of each customer call to provide the best resolution
• Providing all Wren customers with an exceptional experience
• Assisting stores with any related queries or concerns relating to systems or processes
• Identifying and reporting on any processes that could result in a poor customer experience
• Demonstrating empathy and clear understanding when liaising with customers in a professional manner
• Ensuring adherence to policies and procedures relating to Health and Safety, and responsibilities located in the Integrated Management System (IMS) Responsibilities document

Benefits

• Life Assurance after 2 years' service
• Access to Benenden health and discount platform after 1 year of continuous service
• Personalised progression plan with clear career opportunities
• Individual training budget for personal development
• EE discount
• Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
• Eye Care Vouchers
• Refer a Friend Scheme
• Free onsite gym

About Wren

Bright, friendly and attentive, our brilliant teams are focused 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.