Customer Warranty Coordinator, Northamptonshire

We are excited to announce that our Customer Service Operations team is expanding! We are currently recruiting 4 Customer Warranty Coordinators to join our brand new team based in our Northampton office.

As a Customer Warranty Coordinator, you will be responsible for owning, managing and resolving multiple customer kitchen and bathroom warranty cases. This is a fantastic opportunity to be a part of a growing team and develop your skills in a dynamic and supportive environment.

If you have a passion for customer service and enjoy problem-solving, we encourage you to apply for this role. We are looking for individuals who have really good attention to detail  and have excellent communication skills.

Don’t miss out on this exciting opportunity to take your career to the next level. Apply now and join our team of dedicated professionals!

Please note this is a full time position based on site. 

Key Accountabilities:

• Timely management of warranty claims by telephone and email in line with agreed ways of working and customer preference to ensure all relevant information is obtained from the customer and the customer is provided with clear updates of action being taken to resolve the claim.

• Conduct thorough investigations to meet agreed quality standards ensuring all relevant systems checked for key information and stakeholders proactively contacted to discuss the customer concerns, with a view to agreeing appropriate steps to facilitate a fix and resolution of the issue. 

• Through liaison with key stakeholders and correct use of process,  determine and agree a plan of work and actions required to solve the issues raised by the customer and bring the case to a satisfactory conclusion.

• Fully understand Wickes workmanship guarantees, product warranties and work within compensation framework to provide consistent resolution for customers, preventing unnecessary escalations and additional costs

• Demonstrate knowledge and understanding of Wickes processes,  Consumer Legislation and Statutory Rights and apply to the management of complaints to protect the business and the customer 

• Facilitate difficult conversations with customers in respect of their compensation aspirations to reach a fair and reasonable decision that concludes their complaint and avoids further escalation. 

• Evaluate all work to be completed relating to warranty claim and arrange remedial installers through the company’s corrective action process.  

What are we looking for:

• You will need a minimum of 1 years experience.

• Excellent organisational skills

• Focus and strong attention to detail 

• Ability to work at pace 

• Excellent customer service skills 

• Solid administration experience 

• Have good influencing skills 

• You will have good computer skills including Google Docs

In addition, you will: 

● Be a fantastic communicator 

● Be a self starter 

● Be methodical 

● Be friendly and approachable 

● Be respectful 

● Be tenacious 

● Be comfortable using your judgement 

What can we offer you?

Whatever role you come to Wickes for, we’re here to help you get what you want from it.

As part of a unique team, we’ll support you to make the most of your talents and provide a space for you to be valued, rewarded and supported.

We’ll also equip you with a benefits package that includes 

• Competitive bonus

• Save-as-you-earn scheme

• Contributory pension scheme

• Colleague discount 

• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

At Wickes, you get the opportunity to work in a company that truly cares about you.  Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support. 

We support you by creating an environment that works for you, with a purpose that inspires you.  The flexibility to make life work for you, and a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and be the difference we make.