Responsibilities

  • Provide detailed analysis and insight on existing BAU complaints and complete/present back recommendations on a weekly/monthly basis
  • Identify and drive possible process improvements for customer contact
  • Support and facilitate all compliance processes to ensure we have the right level of escalation in place and audit adherence to process
  • Champion quality across all sites to drive performance
  • Provide support to our outsourced Executive Complaints and Quality teams
  • Lead on and be fully engaged in our quality framework
Requirements
  • A passion for delivering great customer service, preferably in the media/telecommunications or similar industry, with a view to making customer interactions as effortless as possible. 
  • A genuine interest in the rapidly changing global TV telco landscape, are likely to be a consumer of OTT video services, and an early adopter of consumer technologies. 
  • Quality and attention to detail is important to you, but you balance this with an appropriate level of pragmatism.
  • Experience of working within a fast paced and every changing regulatory environment
Skills
  • Clear analytical thinker with the ability to translate problems into processes, analyse root cause and present potential solutions
  • Facilitate clear action plans and hold accountability for delivery
  • A passion for great customer experience and a real focus on delivering great outcomes