The Complaints Resolution Team is a well-established team within head office for Tesco Mobile, working closely with our regulators, business teams and our customers. The role is predominantly complaint resolution for customers that have complained directly to Tesco Mobile CEO Johnathan Taylor and our Exec team. The team performs a crucial role in working closely with our regulator OFCOM and our Alternative Dispute Resolution (ADR) scheme the Communication and Financial Ombudsman. You will work with the wider Tesco Mobile business and as such are a support function for areas such as, Billing, Fraud and Risk, Compliance and Legal. Day to day you may find that you are collating case files for the Ombudsman in the morning (ADR), calling customers to resolve emotive complaints that require expertise and strong business knowledge in the afternoon and then wrapping up your day with a subject access request. Leading and resolving often sophisticated and emotive advanced customer complaints Effectively communicating with our customers, exec members, regulators and business teams Supporting reviewing Ombudsman cases, Subject Access Requests, customer callbacks (our preferred method of resolution), OFCOM complaint callbacks, anti-money laundering calls and legal case requests Respond to complaints within 24 hours with an aspiration of resolving them as effectively and quickly as possible in line with the FCA guidelines for complaints Work closely with different business owners within Tesco Mobile and our partner portfolio Provide feedback to our partners and ensure that any work is carried out in accordance with our quality requirements Strong and effective interpersonal skills A solid understanding of the telecoms industry Be a team player and customer champion Skilled at using data analysis to make decisions Able to produce reports and collate data Excellent organisational skills and interpersonal skills FCA and Ombudsman knowledge would be beneficial A solid understanding of Tesco Mobile products and services