Customer Experience Executive


Job Number: 17343

Location: Warrington Contact Centre (1604)

Contract: Full Time / Permanent


The Role

 Customer Experience Executive

Dixons Carphone Contact Centre, Birchwood, WA3 7PB

Permanent, 40 hours per week

£22000 PA plus benefits

Hours of work: Between the hours of Mon-Sun 8am-8pm including weekends


The role:


We ae looking for a highly skilled customer experience executive who will investigate, manage and resolve individual customer complaints fairly and consistently  in line with the regulatory requirements.


Main Duties & Responsibilities:


  • Ability to think outside of standard processes to find the right and appropriate solution for our customers Identifying and justifying where you need to work outside the insurance guidelines to resolve the customers complaint and be accountable for these decisions
  • Complete case management ownership of any complaint you handle ensuring the customer liaises with you exclusively.
  • Liaise in a professional and confident manner with senior managers and stakeholders throughout the business and where required keep them up to date with the progression of any complaints they pass to the team
  • To maintain all insurance reports and documentation
  • To keep an end to end audit trail of every customer contact and resolution and ensure we remain 100% compliant throughout all of our processes.
  • To ensure you understand regulation and the DISP and  ICOB rules in relation to complaints handling as stipulated by the FCA
  • To identify and capture the root cause of complaints, feedback to relevant areas/teams and agree necessary resolutions.  


Required Skills/Experience:


  • A good understanding of the regulatory requirements and rules around complaints handling
  • Outstanding communication skills, demonstrating the correct brand values
  • Ability to deal with numerical data
  • Ability to mediate between departments to achieve mutually acceptable solutions for customers
  • Negotiation and influencing skills to handle challenging and difficult situations
  • Ability to work under pressure and manage own time effectively
  • Use own Initiative and ability to recognise opportunities for improvement and provide feedback and coaching to the contact centre
  • Confident communicator with excellent written skills and confidence in your own decisions
  • To be able to handle and mange objections with a logical method to problem solving


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.