Customer Service Advisor Manchester, England
Job description
We’re TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.
We’ve created a working environment where you can be yourself and give your all. You’ll be called on to out-think the competition and work closely with your colleagues to come up with new ideas and deliver great results for our customers. This is your chance to make a difference, and great performance will take you far. It won’t always be easy, but it’s always exciting and it promises great opportunities for you, and our business, especially if you’re ready to stand for something.
Effective complaint management is critical to customer satisfaction. This role manages high level technical complaints escalated internally and direct from social media, and the press.
We take pride in providing a dedicated point of contact for customers, taking full accountability in resolving the issue and delivering fantastic customer service.
The role
In this new and exciting role of the Executive Complaint Handler, you will deliver outstanding customer support. Effective complaint management is critical to customer satisfaction. This role manages high level technical complaints escalated internally and direct from social media, and the press.
We take pride in providing a dedicated point of contact for customers, taking full accountability in resolving the issue and delivering fantastic customer service.
Your responsibilities
· Understand customers viewpoints and their experience
· Identify the root cause of fault and aim to resolve both the fault and complaint as efficiently as possible
· Act as the Voice of the Customer for all internal projects offering unique insights from a customers’ perspective
· Ensure that we are compliant with all Regulatory and Legal requirements
Skills Required to be successful in the role:
Essential:
· Excellent customer service via multiple channels.
· Phone etiquette
· Complaint Management/Resolution
Desirable
· Contact centre experience
· Legal case management
What can we offer?
· Free TalkTalk broadband for all employees.
· Heavily subsidised meals in the TalkTalk Soapworks office in Salford.
· Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.
· Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.
· Electric Car charging points at the office.
· PLEASE ADD to these and/or reword.
What to do next?
If this role sounds like it could be for you, please apply and we will be in touch soon!
As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customers we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.
We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.
Job Type: Permanent
Salary: £23,000.00-£24,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Flexitime
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
Schedule:
- Flexitime
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Manchester, Greater Manchester: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 2 years (preferred)
Work authorisation:
- United Kingdom (required)
