Posted: Posted 43 days ago

Executive Technical Complaints Agent

Salford Quays, Manchester

The CEO Technical complaints team manages TalkTalk Consumer customers who have raised a complaint in relation to an ongoing fault with their service on any products supported by the Service Assurance Centre. These faults will be raised to the team via:-

• CEO/CEO Exec Escalations

• High Level Escalations

• OR HLC/DSO Escalations

• Repeat/Reopen tickets that remain unresolved

• Employee Escalations

• Adhoc Escalations

Taking ownership of the escalation and using strong problem solving skills, the CEO Tech agent will carry out any diagnostics required using the appropriate systems available whilst communicating directly with the customer and support teams to establish the correct course of action to resolve the fault/complaint.

Main Responsibilities

  • Technical support on all Consumer products.

  • Manage and own caseload working within agreed SLA’s, owning escalations until full resolution.

  • Effectively communicate with Customer, Internal and External parties to ensure that faults are resolved within SLA

  • Demonstrate innovative methods to solve problems and opportunity for improvement

  • Provide assurance-related CEO Complaint & Escalation support & root cause analysis as required.

  • Support training or new staff members as required.

  • Represent CEO Tech  in any forum's or meetings as requested by Line Manager

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