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Job ID Date Posted Location
1902FZ 08/02/2019 Glasgow
Work Location Job Type Contract Type
Glasgow Office (St Vincent St) Professional Full-time
Hours Per Week Shift Pattern Closing Date
37.5 Monday to Friday 9am - 6.30pm N/A

As an Executive Office Consultant you will be responsible for handling the highest customer escalations that are specifically addressed to Three or its Directors. These could include complaints forwarded from news outlets, VIPs and those that have escalated into litigation or alternative dispute resolution processes with an Ombudsman.

This is a varied and challenging role which requires good negotiation skills and provides job satisfaction through transforming the customer’s journey to bring about a win, win solution.

 

This role reports to Executive Office Team Leader.  As an Executive Office Consultant you will be responsible for handling the highest escalated complaints within the Three business and deal with complaints specifically addressed to Three or CKHH Directors, complaints forwarded from news outlets, VIPs and complaints that have escalated into litigation or alternative dispute resolution processes with an Ombudsman.

To resolve complaints or disputes that arrive at the Executive Office, ensuring appropriate resolution is achieved in an efficient and timely manner. Responsible for identifying trends and feeding back into the business to ensure continuous improvement. 
 
Responsibilities 
 
Regulatory Affairs 
Delivers prescribed outcomes and/or provides support services while operating within the organization's established regulatory and governance systems and protocols. 

Legal 

Delivers prescribed outcomes and/or provides paralegal support services while operating within the 
organization's established legal systems and protocols. 
 
Compliance 
 
Identifies shortcomings in current compliance processes, systems and procedures; develops ad hoc solutions to immediate problems within assigned unit and/or discipline. 
 
Audit 
 
Delivers specified outcomes and/or provides support services by working within established audit control systems. 
 
Budgeting & Costing 
 
Monitors and analyses data as directed using budgeting systems and protocols. 
 
Client & Customer Management (External) 
 
Helps senior colleagues manage client and customer relationships by using sales/client systems and protocols. 
 
Client & Customer Management (Internal) 
 
Helps senior colleagues manage internal client and customer relationships by using sales/client systems and protocols. 

Data Collection & Analysis 
Conducts research using primary data sources and selects relevant information to enable analysis of key themes and trends. 
 
Operational Management 
Provides operational support services and sometimes acts as first-line supervisors of a transactional operations area while using existing systems and protocols. 

Policy Development & Implementation 

Provides input into the development of procedures for an area within the organization, then monitors the implementation of those procedures. 

Project Management 

Supports others by performing prescribed project management activities following existing procedures. 
 
Technical Skills 
 
Writing skills 
Uses clear and effective writing skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies. 

Negotiation 
Negotiates under guidance (but not constant supervision) to help the organization by obtaining consensus between two or more internal or external parties who may have different interests. 
 
Computer skills 
Independently supports business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others. 
 
Call Handling 
Receives, monitors and deals with allocated customers without supervision, and provides technical guidance to others. 
 
Compliance 
Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations. 
 
Data Collection and analysis 
Works without supervision and provides technical guidance when required on analysing data trends for use in reports to help guide decision making. 
 
Data Management 
Works without supervision and provides technical guidance when required on acquiring, organizing, protecting and processing data to fulfill business objectives. 
 
Planning and Organizing 
Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives. 
 
Policy and procedures 
Works without supervision and provides technical guidance when required on developing, monitoring, 
interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives. 
 
Policy and Regulation 
Works with guidance (but not constant supervision) to interpret and apply knowledge of laws, regulations and policies in area of expertise. 
 
Verbal Communication 
Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

Education 
 
General Education 
Secondary / Intermediate (2 GCSE) 
 
Experience 
 
General Experience 
Experienced practitioner able to work unsupervised 
 
Managerial Experience 
None 

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