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.
The role also involves back office duties in identifying and logging complaints, allocation of work and reporting. This requires a high level of accuracy and attention to detail.
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
What do I need in order to deliver?
Excellent communication skills, allowing you to negotiate and handle objections with ease
Excellent organisational skills
Negotiation and objection handling skills
Complaint management experience
Attention to detail
Be great to also have:
How will I be rewarded?
We understand the importance of recognising and rewarding our colleagues. In addition to your base salary, you will be provided with a company bonus/commission, pension scheme, private healthcare cover, income protection and life assurance. We also:
Encourage you to participate in a development programme that will be led by you, supported by your line manager and backed by the business.
Offer free TalkTalk broadband and TV
Provide an opportunity to participate in share schemes
Wellbeing and recognition schemes
Offer a range of discounts on shopping
On top of all this, you get to choose your benefits flexibly around what works best for you!
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.