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TalkTalk  CEO Complaints Manager vacancies

 

TalkTalk Customer Services

Stornoway

 

 

Why is this role key to our business?

Purpose of role is to manage high level complaints. Complaints should be handled through to satisfactory resolution ensuring all issues are handled to a very high standard and in accordance with regulatory guidelines from Ofcom and Ombudsman Services

 

The role will require an ability to empathise with customer problems with high standards of what constitutes a strong customer experience. Overall objective is to improve customer experience and satisfaction levels.

 

How will I add value in this role?

 

COMPLAINTS HANDLING - Ensure complaints from customers are resolved professionally and effectively with a focus and balance in closing as quickly as possible whilst ensuring that the customer is left very satisfied and doesn’t repeat in or churn.

This will require very high quality standards balanced with the needs of the business. It will also involve knowing when to escalate to achieve resolution for the customer.

 

PROCESS - Complaints handling should be carried out in accordance with the agreed processes for the CEO’s Office

 

PERSONAL ORGANISATION - Manage time to ensure that personal workload is managed effectively and SLAs are met

 

RECORD KEEPING - Complaints such be recorded and tracked accurately, and all the relevant systems updated accordingly

 

ROOT CAUSE - The root cause of each complaint should be identified and recommendations made to the RCA team for further analysis as appropriate

 

What do I need in order to deliver in this role?

Must have:

• Excellent Communication Skills
• Excellent organizational Skills
• Negotiation and objection handling skills
• Resilience

 

Be great to also have:

• Technical Experience - Phone,BB, Mobile
• Previous Experience in Complaints Management

 

TalkTalk is immensely proud to be seen as the UK’s leading provider of value for money landline, broadband, mobile and TV services with a customer base of over 4 million amid continued growth.

 

If you’re looking for a new challenge and/or are keen to join a dynamic and evolving organisation then look no further!

 

Please apply online at  www.careers.talktalk.co.uk/roles.php