Complaints Advisor

Leeds Office

Full Time

About Zuno

When you join Zuno, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with E.on, EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers/Watford Football Clubs – among others. Backed by Brookfield and a part of the HomeServe group, a team that works together to empower our customers' homes and lives.

Zuno offers…

• A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.

• A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.

• Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.

• Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.

• Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quiet Mark approved.

• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group

Job purpose:

Investigate complaints against company policies and procedures and regulatory guidelines.

Provide complaint solutions to customers working towards an appropriate resolution and help protect the company brand. Ensure complaints are handled in line with process, procedures and within regulatory timeframes.

Key Responsibilities and Accountabilities:

• Handle escalated customer complaints received internally or through alternate customer feedback avenues.

• Provide appropriate solutions and alternatives within the time limits.

• Follow up to ensure resolution and customer satisfaction.

• Keep records of customer interactions, process customer accounts and file documents in line with GDPR and best practice.

• Update Zuno admin platform regularly to ensure all information is being recorded correctly, accurately and timely with each activity.

• Assist compliance manager in providing all requested call recordings for the privacy inbox when required.

• Adhere to all relevant legislation, manufacturing regulations and Company policies and procedures.

• Ensure processes are adapted where customers may require additional support for special circumstances delivering a caring and compassionate service.

• Any other duties which may be required from time to time by the Management Team and Board of Directors, in the course of your employment with Zuno.

• Support colleagues across the business including Complaints Manager in handling customer complaints where needed.

Person Specification

• GCSE (Or equivalent) Maths and English

• IT literate

• Professional and clear telephone manner

• Active listening skills

• Ability to use positive language

• Good command of English grammar and language for accuracy in written communication

• 12 Months’ + Customer Service experience

• Familiar with owning a customer enquiry/ complaint through to resolution

• Experienced in delivering a right first-time good outcome for a customer

• Experience of working in a fast paced, vibrant and at times, pressured environment

• Caring and compassionate nature

• Patient and committed to excellence

• Active listening and appropriate Empathy

• Focused on solution not problem

Desirable:

• NVQ Customer Service L2

• CS Practitioner L3 Apprenticeship Standard

• Experience in a technically driven business

Benefits:

• 30 days annual leave + bank holidays

• Private medical cover with Aviva*

• 4 x salary Death in Service cover with Zurich*

• Paid 6 months maternity pay after a year of service

• Paid paternity pay after a year of service

• Salary sacrifice pension matched up to 6%

• Ongoing training & development opportunities

• Social events

*After probationary period