Job Summary To liaise with customers and other internal and external stakeholders in order to manage complaints and issues which arise out of the day-to-day business to successful outcomes. Overview of responsibilities Manage incoming communication, which can be via e-mail, telephone, website, etc, from any external stakeholder such as a customer, client, local authority, supplier, etc. Proactively identify and understand the issue(s) and ensure they are suitably logged and detailed within the complaints system and any other system which may be required. Proactively liaise with stakeholders across all levels of the Avonline Networks business and external stakeholders to understand the complaint and work towards a suitable and acceptable resolution. Proactively liaise with Clients and other stakeholders to drive any complaint(s) to a successful resolution in line with an SLA. Escalate complaints as and when required to resolve. Liaising with Finance to make compensation payments where appropriate. Day to day management of Complaints Administrator. Experience and Knowledge Excellent interpersonal / communication skills. Self-motivated and thrives in a busy working environment. Results orientated. Able to cope with pressure and remain calm. Awareness of customer satisfaction for both internal and external sources. Skills Excellent Administration Skills. Good organisational skills. Team working and leadership. Experience in a customer facing environment, with responsibility for customer service excellence. IT literate, excellent computer skills with Intermediate level MS Excel & MS Office skills. Excellent administration skills, with a ‘quick to learn’ ability