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Executive Complaint Handler

4 months ago

Salford Quays, United Kingdom TalkTalk Full time

Who are TalkTalk?
- TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.- The role- Effective complaint management is critical to customer satisfaction. This role manages high level complaints escalated internally and direct from social media, and the press. We take pride in providing a dedicated point of contact for customers, taking full accountability in resolving the issue and delivering fantastic customer service. A main purpose of this role is to ensure the Executive Complaint team continues to deliver outstanding customer service whilst supporting customers with their issues to aim for the most efficient complaint resolution.- This is your chance to make a difference, and great performance will take you far. It won’t always be easy, but it’s always exciting and it promises great opportunities for you, and our business, especially if you’re ready to stand for something.- Your responsibilities-
- Provide dedicated case management for customers and take full ownership of an issue to ensure to reach the right resolution as effectively as possible.
- Understand customers viewpoints and their experience.
- Identify the root cause of fault and aim to resolve both the fault and complaint as efficiently as possible.
- 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.- Key Skills required to be successful in the role:- Complaint/Case Management
- Excellent Customer Service using various channels.
- Stakeholder Management- Desirable:- Legal case management
- GDPR Knowledge- What can
- _we_ offer
- _you_?-
- Free TalkTalk broadband for all employees
- Electric car charging points available at our HQ.
- Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.
- Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.
- Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.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.