---

---

Location

Glasgow | United Kingdom

---

Job description

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.

Job Description

What the role is all about…

Reporting into a complaints team leader, you will be joining our executive office team representing the voice of Three’s senior management. You will be responsible for owning and resolving complex complaints which arrive through our regulators or escalation points. You will need to ensure the appropriate result is achieved in an efficient and timely manner while looking to identify trends and feedback whist working with business owners to ensure the customers are at the heart of the business.

You will be key to solving our most complex of 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.

Please note:  We have a 9 month and 12 month Fixed Term Contract available.

What you’ll be doing…

• Resolve complex and sensitive complaints.
• 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.
• Identifying and meeting the needs of internal and external customers.
• Manage caseloads.
• Provide insight into customer journeys and support the development of policies and procedures.
• Ability to take a problem-solving approach and to analyse information and situations and generate reasoned recommendations and solutions

Qualifications

What you'll ideally bring...

• Experience within a complaint environment, managing caseloads and writing high quality outcomes and providing resolution.
• Delivering high stands of customer service ensuring cases are progressed efficiently with high levels of care and empathy.
• Excellent written, oral, analytical and comprehensive computer skills.
• Proficient using Microsoft Office packages and be a confident communicator.

Additional Information

-

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.

---

Job tags

---

---

Salary