This role offers a competitive salary, hybrid working in Cardiff, 4-8 days in the office per month, attendance in the office on Wednesdays, and for ad hoc training/Moments that Matter days, 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one and 11% after this.

Salary 26,000 – 30,000 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.

Please also note : you MUST have knowledge of Consumer LAw to apply for this role. Without this, your application will be rejected.

About the role

As a Relationship Advisor, you'll be a frontline expert balancing empathy with technical knowledge of consumer rights law to resolve disputes in the home improvement sector. Your day-to-day involves navigating Consumer Rights legislation, assisting traders and consumers in resolving their disputes,  identifying breaches in our Code of Conduct, and identifying reputational risks. You'll manage a busy, target-driven workload where no two cases are the same. From providing technical guidance to helping consumers and traders prepare their cases for Alternative Dispute Resolution, you'll serve as a vital bridge between them.

Key responsibilities include: 

• Responding to new complaints within 2 days.
• Make weekly contact, at a minimum, with consumers and traders to progress complaints.
• Resolve complaints within 42 days.
• Make cases on the case management system within 24 hours of an adjudicator being appointed.

About you:

• Good working knowledge of the Consumer Rights Act 2015 and contract law.
• Previous experience in customer service/account management, and complaint handling, with the ability to empathise and identify with customer issues.
• Good verbal and written communication skills.
• Ambitious and passionate about delivering excellent customer service
• Experience of managing your own workload and working in a busy environment

The interview process for this role involves:-

• The interview will take approximately 45 minutes to complete via TEAMS
• The interview will consist of some questions about you and your previous experience.
• You will be provided with a role-play scenario, where you will be required to provide advice in respect of a consumer complaint about work carried out. You will be given preparation time in the interview for this.

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.