Job Title: Complaints Officer
Reports to: Head of Customer Resolutions
Role Type: Permanent
Location: Remote
Hours of work: 9:00am-5:30pm
If you want to further your career from a vibrant and fast-paced organisation, this might be the role for you.
Objectives
You will be responsible for the effective resolution of the DCS complaints function including escalated and Director/CEO/Chairman level complaints.
Responsibilities
- Log all incoming complaints into Executive Resolutions, raised both verbal and written
- Take ownership and investigate all complaints fully
- Resolve all complaints within service level agreement, ensuring the customer is kept informed throughout
- Attention to detail capturing technical information and piecing together complex solutions to drive a resolution
- Re-build and restore customer confidence through effective communication, setting expectations and delivering
- Maintain good working interdepartmental relations in order to complete resolutions effectively
- Identify root cause of complaints and drive improvements
- Provide ad-hoc help and support to the Customer Service function
- Monitor, respond and provide advice to customers who have been impacted by fraud
- Support in driving a continuous improvement culture by reviewing and recommending improvements on all Customer Service and Operational processes
- Ensure all systems are kept fully updated
- Follow company procedures and deliver high level customer service to achieve maximum customer satisfaction
- Maintain a professional attitude at all times
- Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
- Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
- Carry out any ‘ad hoc’ assignments as and when required.
- To be compliant with health and safety company policy and legislation.
- Previous experience in a Telecoms or complaints role is desired
- Customer Service experience essential
- Excellent verbal and written communication skills
- Desire to examine and understand situations
- Ability to think creatively and problem solve around complex issues
- Demonstrable understanding of and ability to work with emerging technologies
- Technical Understanding of IP Data and Voice products
- Able to prioritise workload and work autonomously
- Able to work under pressure
- Strong attention to detail
- Ability to drive improvements to resolution and identify ownership of issues
- Computer literate in Word, Excel and Outlook
