Customer Care & Complaints Handler

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

What the role is all about…

The Customer Solution Centre sits within the Customer Care function in our Services area. The department are responsible for handling the most complex of complaints that are escalated via our Senior Leadership team, Regulators and Ombudsman via a case management system. Alongside this managing customer enquiries and supporting with issues via our Social Media channels, inbound calls, and webchats.

Within this role you’ll take ownership and accountability for resolving all inbound customer queries, issues, and escalated complaints. While withholding judgement, balancing different viewpoints, and using all resources to assess and evaluate the situation ensuring the appropriate result is achieved in an efficient and timely manner.

In the Customer Solution Centre, we are passionate about Continuous Improvement, and it is incredibly important for you to not only offer the best solution, but also to understand the trends and to feedback this back to help improve customer experience.

You will be key to supporting our customer issues while operating within the established regulatory guidelines. Working without supervision, using clear and effective communication skills to reach resolutions and deliver business targets in line with the strategic priorities.

This is a hybrid working opportunity, where you will operate from home and Three’s Glasgow offices, with a balance of home and office-based working.

Please note this position may require shift work, including some evening and weekend requirements.

Please note we have the following opportunities available:

4 x Permanent, Full time roles

1 x 9 month Fixed Term Contract, Full time role

What you’ll be doing…

• Protect and enhance Three’ reputation by effectively dealing with and resolving the most challenging customer complaints via multiple sources, which could lead to or has led to legal and regulatory escalations.
• Actively engage and build trust with customers providing advice appropriate to their circumstances and identifying potential vulnerabilities.
• Drive our customer experience by providing timely resolutions while working in a fast paced, demanding, customer centric and results focused environment, while adhering to quality standards and regulatory guidance.
• Achieving personal and department KPIs by managing individual caseloads and support the wider team to meet departmental objectives.
• Leading data analysis and capturing insight on customer journeys. Identifying gaps in process policy and customer experience and providing insight back into multichannel teams for continuous improvement  
• Recording accurate root cause to support in the analysis of recurring issues.
• Act quickly to mitigate risk to the business arising from complaints or escalations by making balanced decisions and prioritising effectively.
• Build relationships with internal stakeholders to enable a quick resolution to customer issues and drive creditable outcomes.
• Maintain your knowledge and understanding through self-development and learning.
• React to real time demand, to re-prioritise to ensure the customer needs are met.

What you'll ideally bring...

• Experience within a contact centre or telephony environment, essential.
• Complaint handling, managing caseloads and writing high quality outcomes an advantage but not necessarily essential.
• Proven track record in delivering high standard of customer service managing individual case load in line with set SLAs and KPIs whilst reaching the right outcome for the customer and the business.
• Experience in dealing with complex issues and assimilate a wide range of information. Delivering high stands of customer service ensuring cases are progressed efficiently with high levels of care and empathy. 
• Excellent organisational skills, with strong attention to detail, using these skills to meet regulations and find solutions to all customer issues.

What you'll receive in return…

• Salary range for this role start's at £24,960, the exact salary will differ by job and experience
• A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• .... Plus lots more including wellbeing and learning & development benefits!

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Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.