Be the person that does.
We know we can be better. We want to resolve any customer complaints quicker and more effectively. We also want to stop them coming in at all.
Knowing and wanting to change, is good. Doing something about it is better.
For us 2025 is the year of the customer. Our Customer Services Director is transforming and rebranding our customer teams, one result is they are creating a new resolutions team, which needs a leader to own it, lead it, and grow it.
Be the person that does, the person who makes the difference, get the satisfaction and kudos for doing so.
Note: this role will require someone to be office based 3-4 days per week at our Head Office in Abingdon, Oxon.
This role will ensure the team manage escalations in line with company values and our future Customer Charter. From initial acknowledgement to final settlement and everything in between.
Although our escalated complaint levels are relatively low, they can be complicated and elongated, so we are keen to speak to those who can relate to this rather than more routine “industrial” types of complaints.
Meeting all regulatory complaint handling requirements is key – it is essential that this person has worked to and implemented regulatory policies in the past. Ideally OFCOM.
You will also “relish” being the main point of contact and managing the relationship with the Ombudsman Service.
We mention we want to stop escalated complaints, so we would love to talk about where you have led, conducted, and benefited from root cause analysis.
Work for a company that is not sticking their head in the sand. One that knows and wants to transform and will back you to make this new team a success.
A full detailed JD is available but key will be bringing a strategic view, previous leadership, and people management and development experience, along with being able to evidence how you successfully use data, analysis and reporting to identify and implement improvements that ensure successful resolutions and customer satisfaction.
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.
Staff rewards, benefits and opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
Generous employer pension; up to 8% matched contribution
Income protection & life assurance
25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
Unlimited access to online training and development content via our Learning Management System
Long service benefits and monthly employee recognition
Enhanced maternity and paternity provisions
Flexible working environment
Health & Wellbeing initiatives and company funded social events
Our values
Our approach is to work guided by our mission, vision and values.
Find a way, Be committed, Do the right thing, Keep it simple