Customer Experience Advocate

6 days ago


Glasgow, Glasgow City, United Kingdom Three Full time

About the Role

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Three. As a key member of our Customer Solution Centre, you will be responsible for handling complex customer complaints and resolving issues in a timely and efficient manner.

Key Responsibilities

  • Protect and enhance Three's reputation by effectively dealing with and resolving customer complaints via multiple sources.
  • Actively engage and build trust with customers, providing advice and identifying potential vulnerabilities.
  • Drive customer experience by providing timely resolutions in a fast-paced, demanding, and customer-centric environment.
  • Achieve personal and departmental KPIs by managing individual caseloads and supporting the wider team to meet departmental objectives.
  • Lead data analysis and capture insight on customer journeys, identifying gaps in process policy and customer experience.
  • Record accurate root cause to support analysis of recurring issues.
  • Act quickly to mitigate risk to the business arising from complaints or escalations.
  • Build relationships with internal stakeholders to enable quick resolution to customer issues.
  • Maintain knowledge and understanding through self-development and learning.
  • React to real-time demand, re-prioritizing to ensure customer needs are met.

Requirements

  • Experience within a contact centre or telephony environment is essential.
  • Complaint handling, managing caseloads, and writing high-quality outcomes are advantageous but not essential.
  • Proven track record in delivering high standards of customer service, managing individual case loads in line with set SLAs and KPIs.
  • Excellent organizational skills, with strong attention to detail, using these skills to meet regulations and find solutions to customer issues.

What We Offer

  • Salary range starting at £24,960, with exact salary differing by job and experience.
  • Performance-based annual bonus and flexible allowance for additional benefits.
  • Hybrid working arrangement between home and office, with a balance of home and office-based working.
  • 28 days annual leave, 8 bank holidays, and 3 personal days annually, increasing with length of service.
  • Private Medical Insurance, Life Assurance, and Income Protection.
  • Free mobile phone package and unlimited sim-card.

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