AddressRole overview:
Complaints and Vulnerable Customer Executive
London
Currys London Campus at Waterloo (LHO004)
Permanent
Grade 3
At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
iD Mobile, is one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 1.6 million Pay Monthly customers. We’re pretty sure our success has a lot to do with our wide range of feature packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.
As the Complaints and Vulnerable Customer Executive, you will identify and remove barriers to first contact resolution. You will work with the Senior Customer Interaction Manager and our contact centre partner operations to ensure the end-to-end complaints management journey is compliant, efficient, and delivers the best experience for the customer.
Role overview:
As part of this role, you’ll be responsible for:
- Reviewing complaints to understand the drivers and the barriers to first contact resolution, proposing solutions such as technical fixes, changes to process, communication, policy or training
- Monitoring interactions across all customer touchpoints
- Reporting customer experience issues into the Customer Experience Forum for prioritisation
- Using data and insight from your peers in the Customer Interaction Team, the iD BI team and the contact centre partners to help prioritise which FCR barriers to address first
- Identifying opportunities to improve efficiency in the end-to-end complaints management journey and adjust policy and process to minimise escalation to Ombudsman Services and Ofcom
- Ensuring there is an appropriate quality monitoring framework for all interaction types, in particular Complaints and Vulnerable Customer handling
- Managing calibration sessions with the contact centre partner operations to collectively measure customer contact examples against the quality scorecard
- Identifying process, training and policy gaps through your quality monitoring
- Reporting to business stakeholders on our ombudsman performance and Ofcom complaint drivers
- Ensuring Vulnerable Customer and complaints audits are carried out as required and feedback points are delivered and acted upon
- Maintaining knowledge of the latest Vulnerable Customer and complaints regulatory requirements, ensuring support material for contact centre teams is clear and current
- Helping to keep the contact centre up-to-date on current issues and upcoming changes or events using appropriate communication methods
- Delivering ad-hoc tasks and projects as required by the Customer Interaction Manager and by the business to drive change and improvements/
You will need:
- Regulatory complaint management experience
- Experience in providing feedback and coaching is advantageous
- An ability to diagnose problems and rapidly put corrective actions in place
- Ability to effectively prioritise and execute varied tasks with different deadlines
- Excellent written and verbal communication skills
- Interpersonal skills including ability to form strong working relations with onshore and offshore vendors
- Mobile telecoms experience an advantage
- Experience across MS office package, with emphasis on Excel and PowerPoint
- To be confident in presenting results and action plans.
We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:
- Holiday benefits - 25 days of annual leave (plus bank holiday entitlement)
- Life Assurance
- Competitive pension scheme
- Access to discretionary bonus
- Hybrid working; our primary Currys Campus is at Waterloo (WeWork)
Why join us:
Join our team and we’ll be with you every step of the way, helping you develop the career you want with new skills, training opportunities and qualifications and endless variety to keep you learning.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we’ll do our best to help.
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#Welcometoamazing
