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.