Wren Kitchens
Complaints Handler | Starts: 17th August 2026
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About The Role
Are you driven by resolving complex issues and turning challenging situations into positive outcomes?
Join our vibrant Customer Installation Centre at Wren Kitchens, Barton-upon-Humber, where you’ll take ownership of our most critical customer cases and play a key role in protecting both customer trust and brand reputation.
As a Complaints Handler/Case Manager, you’ll manage high-level complaints and complex installation cases end-to-end. You’ll be the calm and confident expert our customers rely on when things haven’t gone to plan. This role is about accountability, judgement, and delivering fair, timely resolutions — even under pressure.
If you’re resilient, empathetic and thrive on solving problems, this is the role for you!
Key Responsibilities
- Own complex cases from start to finish – manage high-risk complaints and escalations with full accountability, ensuring clear communication and timely resolution.
- Be the voice of calm and confidence – handle sensitive conversations with professionalism, empathy, and authority, even when emotions are high.
- Drive fair and commercial outcomes – balance customer satisfaction with business integrity, making sound decisions aligned to policy and customer impact.
- Resolve, don’t react – investigate root causes, challenge poor outcomes, and ensure issues are genuinely fixed, not just closed.
- Deliver recovery moments – turn difficult experiences into trust-building resolutions that protect long-term customer loyalty.
- Work cross-functionally – collaborate with Installers, Operations, Showrooms, and internal teams to unblock cases and drive momentum.
- Raise standards – identify recurring issues, process gaps, and service risks, feeding insight back to improve future performance.
- Act decisively – use judgement, experience, and data to make confident decisions in fast-moving, high-impact situations.
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This is a role for someone who takes ownership, thinks critically, and isn’t afraid of responsibility.
What Wren Offers:
- Life insurance after 2 years’ service
- Access to Benenden health and discount platform after 1 year of continuous service
- Personalised progression plan with clear career opportunities
- Individual training budget for personal development
- EE discount
- Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
- Eye Care Vouchers
- Refer a Friend Scheme
About You
- A confident, composed communicator – you handle difficult conversations with authority, clarity, and empathy, building trust even when situations are complex or emotionally charged.
- Comfortable with complexity – confident navigating multiple systems, reviewing detailed case histories, and managing information accurately to drive the right outcome.
- Judgement-led and accountable – you’re trusted to make sound, fair decisions, take ownership of outcomes, and stand by them.
- Customer-focused but commercially aware – you balance exceptional customer outcomes with business integrity, policy, and long-term impact.
- Resilient and solution-driven – you stay calm under pressure, cut through noise, and focus on resolving issues properly, not just quickly.
- Continuously improving – you spot patterns, challenge ways of working, and actively contribute to raising service standards across the wider team.
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About The Company
Wren Kitchens is the largest kitchen and bedroom retailer in the UK, with £1billion + turnover, more than 100 UK showrooms. We don’t just sell kitchens and bedrooms - we manufacture, deliver and install them too. Making dreams come to reality!
If you can match our passion to grow our business and exceed customer expectations by delivering world-class service, you’ll be rewarded by a company that recognises talent with exceptional earning potential and company-wide opportunities to progress.
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