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Complaints Manager

 

Talk Talk   - Stornoway

 

JOB TITLE: Complaints Manager

LOCATION: Stornoway

SECTOR: Telecoms

 

Overview of Complaints Manager role

This is a fantastic opportunity to join the nation’s fastest growing quadplay provider in a role critical to the happiness of our customers.

The main purpose of the role is to Lead, Inspire, Manage and Motivate a team of c70 contact centre employees, including 7 Direct Reports, responsible for handling high level complaints and Bereavement calls in Stornoway.

This is a high profile team who work in partnership with every part of TalkTalk to resolve complex complaints whilst delivering against challenging SLAs and KPIs.

 

Main responsibilities of the Complaints Manager

Ultimately, the overall objective for this role is to improve customer experience, reduce Ofcom escalations and improve employee engagement across the site. This is achieved by best in class customer service across the following areas:

 

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

 

BEREAVEMENT CALLS- Ensure that agent’s handle bereavement calls with empathy and efficiency

 

ESCALATION POINT WITHIN THE TEAM- Act as point of escalation for any complex issues and speak directly with customers if escalation is requested by the customer.

 

WORKFLOW MANAGEMENT- Ensure team productivity is effectively managed and complaints are allocated in line with our Complaints handling code.

 

DRIVE QUALITY AND COMPLIANCE– Ensure complaints are handled to a very high standard and in accordance with regulatory guidelines and SLAs from Ofcom and Ombudsman. Drive focus on minimising ADR.

 

CONTINUOUS IMPROVEMENT- Continually and pro-actively drive efficiency and improvements of processes within the team to ensure we are maximising productivity and quality and reducing resource and costs where possible. Actively seek ways to drive down complaint volumes across the business.

 

WORKING COLLABORATIVELY WITH OTHER TEAMS- Build effective working relationships within the team and other areas of the business.

 

COACHING AND PERFORMANCE MANAGEMENT- Ensure the Team Managers and agents are coached where appropriate to boost individual and team performance. From the daily suite of available MI, be continuously aware of the performance of each individual within the team and where under-performance occurs, identify strategies to improve performance.

 

TRAINING- Ensure the team have the knowledge to do their role effectively and identify new areas where training can be enhanced to further develop the agent skills and expertise to deliver a strong customer experience

 

COST CONCIOUS CULTURE - Drive focus on minimising credits

 

The Company

It’s an exciting time to be a part of TalkTalk as we lead the way 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. With a commitment to developing its talent, TalkTalk offers a genuinely diverse, safe and supportive work environment, where "actions not words" fosters a culture of achievement and personal development.

 

The Benefits

In return, we offer employee benefits that are second-to-none and include attractive discounts off our exciting range of products and services, and a challenging but supportive work environment within a highly innovative division of TalkTalk. We believe that working at TalkTalk is more than just a job. With a commitment to developing talent and putting our customers and the wider community at the forefront of everything we do, we believe that TalkTalk really is a Brighter Place for Everyone!

 

How to apply

If you are driven and focused on getting results and thrive in a fast pace environment, this might be the opportunity you're looking for!

 

Apply now to the TalkTalk Careers team via the online application link - www.careers.talktalk.co.uk

 

For a confidential discussion, please call Rima Pai on 0203 417 1874.