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Complaints Manager
Talk Talk -
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-
BEREAVEMENT CALLS-
ESCALATION POINT WITHIN THE TEAM-
WORKFLOW MANAGEMENT-
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-
WORKING COLLABORATIVELY WITH OTHER TEAMS-
COACHING AND PERFORMANCE MANAGEMENT-
TRAINING-
COST CONCIOUS CULTURE -
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-
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!