Effective complaint management is critical to customer satisfaction. This role manages high level complaints escalated internally and direct from Social Media, Press & Legal sources.

We take pride in providing a dedicated point of contact for customers, taking full accountability in resolving the issue and delivering fantastic customer service.

How will I add value in this role?

A main purpose of this role is to ensure the Executive Complaint team continues to deliver outstanding customer service whilst supporting customers with complaint resolution, we;

• Pride ourselves on providing dedicated case management for customers and take full ownership of an issue ensuring that we reach the right resolution as effectively as possible

• Understand customers view points and their experience

• Identify the root cause of complaints and channel them internally for continuous improvement

• Act as the Voice of the Customer for all internal projects offering unique insights from a customers’ perspective

• Ensure that we are compliant with all Regulatory and Legal requirements

• Support our colleagues and enjoy a collaborative way of working with all areas of our business

What do I need in order to deliver?

Must have:

• Excellent Communication Skills
• Excellent organisational Skills
• Negotiation and objection handling skills
• Resilience

Be great to also have:

• Complaint management experience
• Consumer Telco experience

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.