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Customer Experience Advisor

3 weeks ago

Salford, United Kingdom TalkTalk Business Direct Full time

**About Us**

For over 25 years, we've been supporting UK businesses of all sizes, providing exceptional connectivity, competitive pricing, and outstanding service. While we take pride in our legacy, our focus is firmly on the future with a fibre-first, future-ready approach.

Our ultra-reliable network is trusted by more than 1 in 10 businesses, and our comprehensive range of innovative solutions are designed to help any business achieve its full potential.

**The Role**

Acting as part of a team of customer experience agents who are tasked to own and resolve complaints that are raised by the customers. The role handles all TTB Direct customers who wish to make a complaint via the support teams, CSAT survey ratings and through review/social media sites (Trustpilot, LinkedIn, Twitter).

**Responsibilities**
- To investigate and respond to customer complaints under the direction of the Customer Experience Manager
- Negotiate suitable resolutions to complaints with customers
- Provide detailed summaries of complaints issues for operational meetings and forums
- Identify complaint and other customer feedback trends which indicate where improvements can be made
- Provide ad hoc reports as requested concerning complaints and dissatisfied customer feedback

**Skills and experience we are looking for**

We are seeking a professional with:

- A customer focused mindset with strong stakeholder management skills
- Exceptional oral and written communication skills
- Analytical thinking and attention to detail
- Adaptability and creative problem-solving approach
- A highly motivated individual who is collaborative and team-orientated

**How you will work**

At TalkTalk Business we understand the importance of flexibility and connection in the workplace. That’s why we have adopted a hybrid approach to working. Our aim is for our full time team to spend 3 days a week at our HQ in Soapworks, Salford Quays with the remaining days offering the option to work from home.We want to ensure you enjoy the collaboration and connection of the office environment, combined with the convenience of remote working.

**What can we offer you?**
- **Competitive Salary and Bonus Scheme**: Earn a rewarding salary with a bonus scheme designed to recognise your hard work and dedication.
- **Comprehensive Benefits Package**: Support your wellbeing, achieve a work-life balance, and plan for the future with our all-inclusive benefits.
- **Free TalkTalk Broadband**: Enjoy complimentary TalkTalk broadband as an added perk for all employees.
- **Personal and Professional Growth**: Take advantage of opportunities for career advancement and personal development.
- **Additional Perks**: Participate in exciting company events, take advantage of volunteering days, and enjoy electric car charging points available at our HQ.

**Be a part of our story**

We're human, just like you. We've created a happy, diverse, inspiring workplace for real people, just like you.

So, if you’re tuned in to the way people think. If you make mistakes sometimes but keep trying. If you love making connections and building a team. If you understand what customers want and are committed to making it happen, be a part of our story.

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

Additional pay:

- Bonus scheme

**Benefits**:

- Additional leave
- Bereavement leave
- Canteen
- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Financial planning services
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Flexitime
- Monday to Friday
- Overtime

Application question(s):

- What basic salary expectations do you have for this role?
- What is your current notice period/when will you be able to start?

**Experience**:

- Customer service: 1 year (preferred)

Work authorisation:

- United Kingdom (preferred)

Work Location: Hybrid remote in Salford M5