Complaints Specialist – 6 month fixed term contract/ secondment
£23,400 plus excellent benefits (Work level 6C)  
Manchester city centre, hybrid working. Your first 13 weeks will be spent in the office during the training period, and then you’ll spend 2 days a week in the office (find out more about our hybrid working policy at colleague.coop.co.uk/hybrid-working-policy)

#StepUp – this role is a great opportunity for colleagues in front-line and entry level support centre roles to use their transferrable skills and progress their career at Co-op

We’re looking for Complaints Specialists to join our Sales and Services team. In this role, you’ll own end-to-end complaints resolution across our Funeralcare business, helping us to resolve issues quickly and compassionately for our customers and members. 

We’ll look to you to provide excellent customer service, making sure we get the right outcomes for our customers whilst showing empathy and resilience given the emotive nature of these complaints. You’ll also deliver insights that will enable us to improve the services we provide and live up to our Co-op values. This is a fantastic opportunity to develop your career while making a positive difference to our customers’ experience at a time when they need it most.

What you’ll do

• Manage the end-to-end resolution of customer complaints across our Funeralcare business
• Make sure customers and members have the best possible experience, and get the right outcome/compensation
• Build an in-depth understanding of issues so that you know what went wrong and why, and how we can improve things in the future
• Remain calm, professional, and polite in all customer interactions

This role would suit people who have

• Good verbal and written communication skills, with the ability to communicate well on the phone and via email
• Experience of delivering excellent customer service and resolving customer complaints 
• Emotional intelligence and resilience – you’re able to keep calm when dealing with difficult situations and put yourself in other peoples’ shoes 
• Strong planning and organisational skills

Why Co-op? 

If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services).

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• Coaching and training to support your career development
• Wagestream – a money management app that gives you access to a percentage of your pay as you earn it
• Grocery Aid – 24/7 access to a range of emotional, financial, and practical support services for you and your family

Building a diverse environment

We’re actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We'll ask whether you’d like to be considered under the Disability Confident scheme when you apply.
If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing

Please note that we may close applications for this role early.

As part of your application, you'll need to complete an online assessment. This assessment typically takes between 45-60 minutes. If you're a current Co-op colleague, this does not need to be completed.

#CBS