Customer Care Advocate

• Thoughtfully investigating customer concerns to understand not just the “what,” but the “why”
• Offering tailored, compassionate solutions that reflect our brand values and commitment to service excellence
• Guiding customers through complex issues including financial disputes, legal claims, and escalated complaints with transparency and care
• Collaborating across departments — from legal to logistics — to ensure holistic, timely solutions
• Representing Wickes in external conversations, including ombudsman cases, with professionalism and clarity
• Maintaining consistent and empathetic communication, keeping customers informed and reassured at every step
• Documenting your work with accuracy and insight, ensuring we can learn and improve from every interaction
• Identifying recurring themes in feedback and working with teams to turn insights into better processes and experiences

• A natural ability to listen deeply and respond with empathy
• A calm and thoughtful approach to complex or emotionally charged situations
• Excellent verbal and written communication — clear, professional, and personal
• Confidence in making fair, balanced decisions that prioritise both the customer and business integrity
• Experience in handling customer queries, ideally in dispute resolution or high-care environments (retail, hospitality, etc.)
• Comfortable using CRM tools and technology to track progress and collaborate across teams
• A solutions mindset — seeing problems as chances to make things better, not just right

bonus