Head of Customer Resolutions

Are you passionate about customers, about turning a round a poor situation into a truly positive moment for the customer?

Be the person that does.

We know we can be better and we want to resolve all customer complaints quicker and more effectively. We also want to stop them coming in at all through process improvement and root cause

Knowing and wanting to change, is good. Doing something about it is better.

NOTE: this role will be required to work at least 4 days per week from our Abingdon Head Office

Our Customer Services Director is transforming and rebranding our customer teams, one result is they are creating a new customer resolutions team, which needs a leader to own it and grow it.

Be the person that does, the person who makes the difference, get the satisfaction and kudos for doing so.

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 complaint leadership

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 but not essential

You will also “relish” being the main point of contact and managing the relationship with the Ombudsman Service and working with all business areas to feedback and learn from complaints

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 approach is to work guided by our mission, vision and values.

Our Mission - Empowering communities with brilliant broadband

Our Vision - Connected Communities

Our Values - Own it, Find the Right Way, Work Together, Win Together