We’re looking for a Complaint Handler to join our Complaint Management team. As a Complaint Handler, you will take complete ownership of your customers’ dissatisfaction and do everything you can to resolve any issues that arise whilst enabling and encouraging a future trading relationship. You’ll provide an exceptional level of service, showing empathy whilst solving queries, problems and handling complaints in a timely and professional fashion.

We place the customer at the heart of everything we do, so it’s important that you’re comfortable communicating to customers both on the phone and in writing.

What’s in it for you?

24 days holiday (plus 8 bank holidays) with the option to buy an additional 10 days
Annual bonus scheme
Enhanced maternity and adoption leave
Access to Apricity, a self-funding IVF benefit at a reduced rate
Company pension with up to 8 percent N Brown contribution
Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
A range of financial wellbeing support
Colleague discount across all N Brown brands
Onsite café with subsidised rates and local restaurant discounts!
Life Assurance and Private Medical Insurance
Paid volunteer time – all our colleagues can take a full day paid to volunteer for a charity of their choice

What will you do as a Complaints Handler at N Brown?

Timely resolution of all complaints and queries raised by our customers via phone, email/letter or webchat
Exploring all aspects of the customers complaint to establish and fully understand the root cause
Develop key working relationships with your colleagues to help you achieve the right outcome for the customer
Ensuring the effective management of complaints in line with regulatory bodies
Writing bespoke final response letters and/or emails to the customer
Recording complaint details accurately on all relevant systems and databases
Adhering to complaints policies and procedures
Work as efficiently and effectively as possible to achieve KPI’s
Act as a role model for the business championing our vision and values at all times, demonstrating a professional approach to work
Seek opportunities to improve and enhance the service we provide to our Customers both internally and externally by identifying and sharing ways to improve the way we do things
Adopt a flexible approach to work at all times, being prepared to undertake ad hoc duties which may be required to meet the ever-changing needs of our Customers and Business
Challenge processes and procedures to deliver improvements to operational efficiency and customer experience

What skills and experience will you have?

Experience working in a regulated environment
Complaints handling experience within the financial services sector is preferred
GCSE grade C level or equivalent in Maths and English
Excellent communication and customer service skills
Ability to work well within a team

N Brown – who we are and why work for us?

At N Brown, we’re committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by ‘championing inclusion, we’ll become the most loved and trusted fashion retailer’. Diversity, Equity, and Inclusion are, therefore, at the heart of our culture.

We’re a forward-thinking digital retailer with a financial services proposition to be proud of. We’re customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We’re experienced, with over 160 years of trading under our belt. We’re inclusive, as we believe in fashion without boundaries; and we’re sustainable, striving to make as little impact on the planet as possible.

Ways of Working

We offer hybrid working which varies across the business depending on the role you’re in. For this role, the expectation would be 2 days per week once training and probation have been completed. Our Head Office is located in the Northern Quarter in Manchester City Centre. So if you are travelling by train, tram or bus we’re perfectly located, plus we’re surrounded by cool cafes, trendy bars and the best places to eat!

Our promise to you:

We’re an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

What happens when you apply to a role at N Brown?

As soon as we receive your application, we’ll send you an email to let you know. We always aim to come back to you as soon as possible with an update and we really appreciate you taking the time to apply for a role with us. Good luck!