We are seeking a motivated and proactive person to work under their own initiative as a Complaint Specialist. This is a 12-month fixed term contract requiring you to work in the Sheffield office two days week, the rest of the time you can work from home.
You will be part of an established team and remain the customer’s main point of contact throughout the lifecycle of the complaint. Complaints will be received from all channels including Director level and you'll work closely with multiple departments across our business.
Who we are
The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.
Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.
Together, we are Virgin Media O2, and we can't wait to see what you can do.
Accessible, inclusive and equitable for all
Virgin Media O2 is an equal opportunities employer, and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.
The must haves
In order to be considered, you must have the following experience;
1. Demonstrable relevant experience in a customer service role, preferably in a business-to-business environment that requires exceptional listening and problem solving skills.
2. Strong stakeholder management across customers both internal/external with solid examples to demonstrate this.
3. Proven ability to professionally communicate and negotiate with difficult customer complaints, to rebuild customer trust and grow customer loyalty.
4. Previous experience and success in a role requiring strong verbal and written communication skills, including familiarity with Ombudsman Services and how to prepare a case defence.
5. Highly motivated and positive person capable of working as an individual and as part of a focused and committed team with the ability to influence others positively.
6. Proven first class analytical ability, accuracy, and attention to detail a requirement.
The other stuff we are looking for
We'd also love you to bring;
7. Previous experience in a complaints specialist role in a B2B environment.
What's in it for you
Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.