Effective complaint management is critical to customer satisfaction.
We take pride in providing a dedicated point of contact for customers, taking full accountability in resolving the issue and delivering fantastic customer service.
As an Executive Complaints Agent you'll play an important role in managing high level complaints escalated internally and externally direct from Social Media, Press & Legal sources.
You'll ensure the Executive Complaint team continues to deliver outstanding customer service whilst supporting customers with complaint resolution.
You'll provide dedicated case management for customers and take full ownership of an issue ensuring that we reach the right resolution for them as effectively as possible.
To add value in this role you'll:
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 in the role?
Previous experience in a customer facing role where you can demonstrate your ability to manage complaints and provide excellent service is ideal.
It goes without saying that you'll have excellent communication skills, with the natural ability to negotiate and handle objections
You'll be able to demonstrate a high level of resilience and be able to organise your time and workload effectively.
If you have experience in the Consumer Telco industry, then that would be ideal, but don't worry if not - we'd still like to hear from you
What we can offer you:
You have a real say about how, when and where you work – so you can go to that gym class or pick the kids up from school.
As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also:
Support you to achieve your career goals and have a great track record of internal mobility
Offer free TalkTalk products and services to all employee’s
Offer income protection and life assurance
Offer a range of discounts on products and shopping
Offer interest free loans to enable you to purchase the latest tech or pay for your holiday
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.