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Customer Service Advisor

4 weeks ago

Salford, United Kingdom TalkTalk Plc 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.

**Job Types**: Full-time, Permanent

**Salary**: £22,500.00-£23,500.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Flexitime
- Free flu jabs
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Transport links

Schedule:

- Flexitime
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Salford: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you willing to undergo a background check, in accordance with local law/regulations?
- Are you able to come to our Salford office on the 01/09 for an Assessment Day if shortlisted ?

Work authorisation:

- United Kingdom (preferred)

Work Location: Hybrid remote in Salford

Application deadline: 01/09/2023

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