Are you aged 18 – 24, unemployed and claiming Universal Credit? If yes, then this job could be the perfect match for you and help you kickstart your journey into the workplace. To read more on the Kickstart Scheme set up by the government, please visit: https://www.gov.uk/government/collections/kickstart-scheme.  

Please speak to your job centre work coach before applying to this role. Without their referral, you will not be eligible to apply. 

This role will be 25 hours a week, Monday – Friday. We are a flexible employer which means we work both at home, and in the office. Your hours and days in the office will be agreed with your line manager prior to starting.  

We are proud to be an equal opportunities employer and are proud of our inclusive and diverse workforce. If you have a disability and/or require any reasonable adjustments to be made ahead of your interview, please let us know and we will make any necessary arrangements. 

Roles and Responsibilities:  

• Learn how to validate and manage service delivery complaints, and defined jeopardy orders with the customer and supplier, acting as the escalation point through to resolution.  

• To understand the escalation and using strong problem-solving skills 

• You will be required to carry out the initial investigation and case validation required using the appropriate systems available whilst communicating directly with the customer. 

• To support the team to establish the correct course of action to resolve the jeopardy situation/complaint and find the best contact to move forward.  

• To understand continuous improvement through root cause analysis to reduce the number of escalations / jeopardy orders.  

• Work with Supplier Management, Business Improvement, and internal resolver groups to improve delivery processes, deliver best practice and improve the customer satisfaction and experience  

• Support other escalation managers so that jeopardy cases and escalations can be managed without disrupting BAU (business as usual) and work closely to drive ongoing improvements to prevent and reduce jeopardy and escalation volumes.  

Additional Support you will receive: 

• Teamwork 

• Communication 

• Problem solving 

• The use of office applications 

• Developing a growth mindset 

• Working independently and potentially working remotely 

• Dealing with difficult customers/stakeholders 

During the placement, you will be fully supported through the following ways: 

• Regular check ins with your manager  

• Informal monthly check ins with the Early Careers Manager and other kickstart colleagues   

• Training and development workshops to support employability and interpersonal skills  

• An assigned buddy within your team  

• A mentor from our senior leader population  

• Bespoke Kickstart diary to capture your learnings and progress throughout  

• CV/LinkedIn and Job Application support with mock interviews  

• And so much more… 

The Company 

• We’re TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair. 

• We’ve created a working environment where you can be yourself and give your all. This 6-month placement promises to be exciting, meaningful, and challenging. If this appeals to you then please click apply.  

The Department 

• As part of B2B (Business to Business) Service Delivery team you will play a key role in delivering the highest level of service to TalkTalk Business Customers/Partners enhancing the overall delivery 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.