Official Specifications
Role Overview & Mandate
Executive Summary
Chairman & CEO Complaint Specialist Job Req ID: 14149...
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Chairman & CEO Complaint Specialist
Job Req ID: 14149
Posting Date: 06-Apr-2023
Function: BT contact centres
Location:
Alexander Bain House, Glasgow, United Kingdom
Salary: 28,000.00
The Role
You’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 Conversations to provide an effective, efficient and enriching experience at all times
You'll have the following responsibilities
- Building 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.
- 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.
- Dealing with all elements of a customer’s services for example provision of service, faults and billing.
- Demonstrating a high degree of curiosity when resolving customer issues and effectively identifying opportunities to strengthen business and create additional revenue. This includes spotting contingency solutions to keep your customer connected whilst dealing with the issue/complaint.
- You’ll have great communication skills and the ability to have great conversations with Customers, Stakeholders, Partners and other Lines of Business (LOB) in challenging situations and champion the customer experience at all times. You’ll avoid using jargon, blaming others and 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.
- Creating 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.
- Being available for customers on the inbound call queue and e-mail for the duration of your shift.
What we are looking for
- 12 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 proven track record in an equivalent field.
Wondering what’s in it for you?
Being part of the BT family brings a huge number of benefits including the below:
- Salary of £28,000
- 22 days paid holidays
- World-class training and development opportunities
- Share option and pension scheme programmes
- Flexible benefits to fit around you
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