Chairman & CEO Business Complaints Team

Job Description

Press Tab to Move to Skip to Content LinkPosting Date: 6 Sep 2023Location:Glasgow Contact Centre, Glasgow, United KingdomThe RoleYou’ll be dealing with customers who have raised complaints through various channels and with various stakeholders within BT. You’ll be owning and resolving your customer’s issues, providing the best customer experience possible. Using Great Conversationsto provide an effective, efficient and enriching experience at all timesYoull have the following responsibilitiesBuilding relationships and managing customers through all types of complex and multi-faceted issues and ensuring that the BT Brand is protected.Delivering high levels of CX through the effective use of written and verbal communications at all levels up to including Chief Executive and CEO.You’ll provide clear and concise updates to senior stakeholders including next steps and timescales.Proactively protecting BT Enterprise’s position and avoiding complaints being escalated to Ofcom and Ombudsman by effectively resolving multiple and complex issues. You’ll do this by working collaboratively across BT Group and using effective decision makingskills.Dealing professionally and delivering the highest levels of service to extremely high profile customers with the ability to influence BT’s perception in the market and brand. For example, Members of Parliament.Using commercial thinking to determine the right level of compensation awarded to customers.Working across all product sets ranging from BB to complex and multi-faceted orders and proactively seeking knowledge to effectively resolve customer issues.Dealing with all elements of a customer’s services for example provision of service, faults and billing.Fully owning and resolving orders or customer issues which are in jeopardy.You’ll have great communication skills and the ability to have great conversations with Customers, Stakeholders, Partners and other Lines of Business (LOB) in situations give a greatcustomer experience at all times. You’ll avoid using jargon, blaming othersand ensuring all parties involved in dealing with any issue are clear on next steps and actions.You’ll be setting clear expectations of what happens next on all cases, anchoring realistic expectations with customers.Positively engaging in improvement both on a personal level and within the unitCreating collaborative working relationships with BT Group, Business Partners and Suppliers feeding back on any process failures, Root Cause Analysis (RCA) in order to enhance the customer experience and drive NPS.You’ll be expected to achieve specified standards across a basket of performance targets both qualitative and quantitative.Being available for customers on the inbound call queue and e-mail for the duration of your shift.What are we looking for12 months relevant work experience, in either Complaint Management or Customer Relationship Management or related fields.5 GSCE or equivalent grade (including B in Maths and English) or NVQ Level 3 in Customer Service or track record in an equivalent field.Wondering whats in it for youBeing part of the BT family brings a huge number of benefits including the below:Salary of £28,00022 days paid holidaysWorld-class training and development opportunitiesShare option and pension scheme programmesFlexible benefits to fit around you #J-18808-Ljbffr