The Customer Resolutions Executive focuses on handling customer complaints while ensuring compliance with industry OFCOM regulations. The role is critical in maintaining high standards of customer service, consumer protection and adhering to regulatory requirements.
The role responds to complaints and expressions of dissatisfaction from all channels of communication from customers, carefully contacting the customer to understand the reason for their dissatisfaction and ascertaining any helpful information that will support the resolution of the complaint. This includes verbal understanding from customers and other parties including third parties, quotes to undertake remedial work and where appropriate, advise from compliance and legal teams.
The role encompasses complaint resolution from initial understanding to agreeing a final settlement, which maybe be split as responsibilities or may be end to end. This includes communication with The Ombudsmen Service as and when required either my them or internal management.
The role requires the ability to ascertain and understand lots of detail and to make recommendations to customers that seek a win win for them and the company, ensuring that brand loyalty is restored following a complaint
The role also requires assessment of improvements that could be made to processes, procedures and systems that would avoid repetition of complaints, feeding this back to line managers, working closely with root cause teams in partnership to improve customer experiences
The role expects face to face customer complaint handling as and when required, as well as the ability to feedback positively to colleagues in an effort to improve overall customer experiences and satisfaction levels – you will be an excellent communicator
Key Responsibilities
Complaint Handling: Act as the main point of contact for customers with complaints related to products and services, ensuring prompt and effective resolution in line with regulatory standards.
Regulatory Compliance: Ensure that all complaints are managed in compliance with industry regulations (OFCOM) regarding customer service, data privacy and dispute resolution.
Investigation: Investigate complaints thoroughly, gathering evidence from customers, internal teams, and any relevant third parties to identify the root cause of the issue.
Resolution and Escalation: Work to resolve complaints within the regulated time frames, escalating to management or regulatory authorities when necessary.
Documentation: Maintain accurate records of complaints, actions taken, and outcomes to comply with regulatory reporting and auditing requirements.
Customer Communication: Maintain clear, professional, and empathetic communication with customers throughout the complaints process, ensuring they are kept informed at each stage.
Feedback and Reporting: Provide insights and feedback on recurring complaints, trends, and potential areas of improvement to management and other relevant teams. Contribute to the development of policies and procedures to prevent future issues.
Regulatory Reporting: Report complaints and outcomes to the relevant regulatory authorities, ensuring compliance with required transparency and accountability standards as directed by line managers
Skills and Qualifications
Industry Knowledge: A strong understanding of the telecommunications industry, products, services, and the relevant regulatory frameworks (e.g., Ofcom's Consumer Protection regulations, GDPR, etc.).
Customer Service Expertise: Experience in handling customer complaints in a professional and empathetic manner, with a focus on problem-solving and effectiveness
Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and internal teams. Communication with regulatory bodies as and when required
Investigation and Analytical Skills: Ability to gather and analyse information from various sources to resolve complex complaints.
Attention to Detail: A keen eye for detail to ensure compliance with all regulatory requirements and proper documentation.
Dispute Resolution: Skilled in de-escalating customer dissatisfaction and negotiating solutions that are acceptable to both the customer and the organization.
Time Management: Ability to manage multiple complaints efficiently and meet regulatory deadlines.
Technology Proficiency: Familiarity with customer relationship management (CRM) systems, complaint management software, and internal reporting tools
Regulatory Responsibilities
Ensure compliance with local and international regulations regarding the handling of customer complaints, such as: o Fairness and Transparency: Ensuring that customers’ complaints are handled fairly and transparently, with clear explanations of decisions and outcomes.
Timely Resolution: Adhering to the industry-standard resolution timeframes for customer complaints, as mandated by regulators.
Access to Alternative Dispute Resolution (ADR): Ensuring customers are made aware of their rights to use an alternative dispute resolution service (such as the Ombudsmen service ) if they are not satisfied with the outcome.
Data Protection: Handling customer data in compliance with privacy laws (e.g., GDPR
Question 1) What have you done in your current role to contribute towards good customer service
Question 2) Why do you think you would be good for this role