This role plays an important part in the Service Assurance team in improving customer experience, service levels, costs, as well as driving operational efficiency. 

As our Operational Complaints Manager, you will be responsible for ensuring a prompt and efficient service for both our customers and teams on repair complaints. With full accountability for improving performance against both qualitative and quantitative metrics, you will take the lead on embedding a customer first focus culture across complaints. You must be able to demonstrate strong people leadership and engagement, critical and creative thinking that challenges existing ways of working to drive through continuous improvements into our teams and adapt quickly to changing needs of our customers.

A proactive approach is required for this demanding role in our fast-paced environment, we expect you to proactively collaborate with stakeholders and operational managers providing support and coaching to ensure they meet performance objectives, whilst supporting improvements across process to deliver a best-in-class customer experience, in return we will help you to learn and gain beneficial experience about our business which will enable you to develop further.

How will I add value in this role?

• Relentless passion for customer service, always putting the customer first.
• Accomplished people leader with partner management experience.
• Ability to lead, mentor and develop a team to achieve exceptional standards of performance across all key performance objectives, with specific emphasis on the quality of customer outcomes and customer communications.
• Ability to critically analyse data, identify and act upon trends.
• A proven ability to research, problem solve, self-manage in relation to time and priority and produce written reports
• Ability to demonstrate critical thinking and challenge ways of working to promote new ways of working and processes.  
• Attention to details, quality minded with a flexible and positive approach to tasks
• Ability to build and manage effective relationships with stakeholders
• Ability to coordinate groups and support people working together
• Ability to work at a senior level and form good working relationships at all levels and partners.
• Be able to identify and challenge processes and feed into continuous improvement.
• Concern for detail and accuracy in all reporting
• Support our partners to lead, develop and run teams ensuring colleagues are skilled and motivated to deliver quality performance ensuring that customers are treated both promptly and fairly when making any complaints.

What do I need to deliver this role?

Must have:

• Key customer focus
• Proven experience in an operational management position / partner management
• Strong organisational control
• Ability to lead through change
• Strong analytical skills
• Strong Communication Skills
• Stakeholder Management
• Strong planning and organisational skills

Be great to also have:

• Repair or Technical Experience Telecoms / ISP 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.