This role offers a competitive salary, hybrid working (Cardiff Office 5-8 days per month), 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one and 11% after this.

Salary £26,500 per annum

Please note: Although we acknowledge that the use of AI tools can be helpful, we want your application to represent you. Please ensure your CV and statement of suitability (if asked to send in this advert) reflect your own voice and experiences.

About the role

Consumer confidence is key to our brand. In this role, you can expect to be part of a team that looks to restore confidence in Which? where it may have been negatively impacted. Our purpose is to provide a bespoke first-class experience to the customer with effective resolutions to complaints and reasonable requests from vulnerable customers that balances both customer and the business needs. Feeding back throughout this journey to the relevant parties is important to ensure we learn lessons from our customers' experience, allowing us to maintain and champion Consumer confidence in Which?.  

You will be empowered to identify opportunities to build relationships with our customers and stakeholders as well as share knowledge and insight within the Resolutions Team, MOET and the wider organisation.

Key responsibilities include: 

• Investigate complaints in an independent, impartial and non-judgemental way and provide a full and detailed explanation/response to complaints.  Across multiple contact channels (telephony, emails and escalated cases)
• Complete moderation reviews for Trusted Trader and Trust Pilot.
• To be a point of contact to support Vulnerable Customers and assess reasonable adjustment requests. 

About you:

You will be passionate about doing the right thing by our customers, members, colleagues and wider business.  You'll be curious in the way you investigate and resolve member complaints, always seeking to understand context and root causes, over making assumptions and judgments.  To excel at this, you will lean on your skills and knowledge in the following areas

• Customer service & complaint handling experience
• Strong verbal & written communication skills
• Strong Google, Microsoft & Salesforce software skills
• 1st class attention to detail 
• A curious mind set with excellent problem-solving skills 
• Ability to manage varying workloads, priorities and stakeholders

The interview process for this role involves:-

• 45-minute interview questions and an opportunity for you to ask us questions

Benefits

 We also have these benefits for you to consider: 

• 35 hour working week
• Generous 28 days holiday a year plus bank holidays and the option to buy additional holiday days
• Excellent pension scheme – when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service) 
• Annual Award (depending on employee and company performance)
• Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
• A discretionary death in service benefit provision equivalent to six times your annual salary
• Free access to Which? member content and free access to Which? money & legal helplines 
• Free wills for all Which? employees, plus, partners of employees can make their will at cost price.
• Discount site Pluxee which offers large %% off every day shopping and holidays
• Work from (almost) anywhere” for 4 weeks of the year policy
• A great work-life balance (all our roles are now hybrid), offering flexible working options e.g. part time or job shares where possible. If you wish to discuss any of these options, please contact the Resourcing team at recruitment@which.co.uk.

About Which?

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. You can find out more about what we do, our people and culture as well as hints and tips on how to complete your application on our Careers site.

We're proud to be ranked 3rd in the ‘Top 25 Inclusive Employers' List 2024. We welcome applications from everyone, because we value diversity, and are committed to maintaining an inclusive culture where all can thrive and reach their full potential—because diverse perspectives help us better understand and positively impact consumers.

As a Disability Confident Leader, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them. For this or any other assistance you need with applying (i.e., would like to apply by phone or post), email recruitment@which.co.uk. Find out more about the Disability Confident Interview Scheme here.

Please note:

1. You must meet the essential criteria listed within the Role Profile, to have your application reviewed. 
2. We are unable to accept applications by email. Only candidates who apply by completing the online application via the careers site will be considered.
3. We reserve the right to withdraw this advert at any given time due to the number of applications received.