As an Executive Complaints Handler, you will be the final escalation point for our customers whilst liaising with third party organisations. You'll be delivering a first-class customer experience and will deal with high-level complaints, including CEO, Media, MP and third-party agencies.
What we want you to do
- Resolve all high-level complaints to a high standard within set timescales, whilst ensuring a first-class customer service.
- Prepare and submit Ombudsman/third party case files to a high standard whilst considering customer experience and commercial aspects associated to Clear Business.
- Where appropriate, challenge third party decisions using your strong negotiation skills and fact-based evidence to support.
- Implement customer remedies within agreed SLA's and regulations. Share best practice in resolving customer complaints to improve front end resolution.
- Successfully negotiate with customers, coming to a fair and amicable resolution whilst balancing customer expectations and commercial aspects.
- Identify and feedback trends from third parties to aid Continuous improvement. Work side by side with improvement teams to help deliver improvement initiatives.
- Work towards KPI's and SLAs as agreed with the Executive Complaints Team Manager. Make recommendations to help improve performance levels.
- Work closely with Complaint Champions to understand early complaint trends and utilise information to make recommendations.
- Make sure that systems are updated with accurate account information.
- Using your exceptional in-depth working knowledge of complaints handling, ensure that activity complies with regulatory requirements, GDPR and quality standards.
- Hold and demonstrate an in-depth knowledge of our systems, processes, products, and services.
- Create and evidence excellent working relationships across our colleague community. Act as a mentor to complaint champions and support the team coach/team manager to deliver learning and development.
- Work with the Executive team manager to make changes to complaint frameworks and process improvements, where required.
What success in the role looks like
- Consistently achieves successful complaint resolutions.
- Provide clear and detailed casefiles, achieving the right commercial and customer outcomes.
- Achieve all agreed objectives and QA measures.
- Provide required feedback in a constructive manner to aid Continuous Improvement.
- Actively seek personal development.
What you need to have already done to be right for this role
- Experience in investigating and resolving high level complaints in a high performing and technically skilled role is essential.
- Experience in understanding and responding to third party requests for information is essential.
- Proven and demonstrable experience balancing customer experience against commercial considerations.
- Experience liaising with and communicating with third party organisations is essential.
- Proven experience in handling a demanding caseload in a highly skilled and fast paced environment.
- Demonstrable strong negotiation skills used in a customer facing and third-party contact environment.
Skills
- A confident and clear communication style.
- Ability to stay calm and deliver under pressure.
- Self-motivated and able to work on your own initiative.
- Resilient with strong negotiation skills is essential.
- Ability to identify own development needs, keeping up to date with industry standards.
Qualifications and other requirements
- Previous experience working in a technically skilled role within the Telecoms, energy or water industry is essential.
- Demonstrable knowledge of industry standards and regulation relating to complaint frameworks.
- A curious nature with the want to challenge the Status Quo.
- IT literate with excellent working knowledge in the effective use of Microsoft (Word, Excel PowerPoint) is essential. Previous experience using Power-Bi would be beneficial.
- Previous expert experience utilising customer information management systems essential
- Previous experience working within a continuous improvement/data insight led role is desirable.
- Previous experience presenting customer data led findings, with a view to making recommendations to senior stakeholders is preferred.
- Should take ownership of development, without being prompted, to stay up to date with best practices. Shares learnings with colleagues and leaders.
In return for your hard work, you'll get
It takes all kinds of people to make Clear Business the success that we are, and we've got a range of benefits to make sure everyone is happy.
- Pension contributions and life assurance coverage.
- Generous discounts at numerous high street and online retailers.
- 25 days of annual leave, increasing to 28 days based on tenure.
- Enjoy your birthday off every year.
- Ability to purchase up to 10 additional holidays and sell up to 5 days per year.
- Cycle to work and travel loans for people wanting a greener commute.
- Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice.
The important extras
- Hybrid working model: the choice to work remotely for three days.
- Engage in charity fundraising and volunteering activities as part of our giving back initiative.
- Enjoy fantastic on-site amenities including a complimentary gym, free parking, a subsidized café, and an on-site bar for post-work drinks, quiz nights, and social gatherings.
- Full time/Permanent contract of 37.5 hours per week.
- No weekends and every bank holiday off.
What happens next
If you're looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success click 'Apply' today to take the next step in your career.
Across Clear Business, we're passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.
All successful candidates will be subject to pre-employment checks.