Complaints Specialist
£24,570, plus excellent benefits (Work level 6C)  
Manchester city centre, hybrid working (your first month will be spent in the office during the training period, and then 2 days a week in the office going forwards).

We’re looking for Complaints Specialists to join our Sales and Services team at Co-op.

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 app – giving you access to a percentage of your pay as you earn.

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 at Disability Confident Scheme - Co-op Colleagues and more about our commitments to diversity and inclusion at Diversity and Inclusion

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 up to 50 minutes. If you're a current Co-op colleague, this does not need to be completed.