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Complaints Management Team Leader

Job Title: Complaints Management Team Leader
Contract Type: Permanent
Location: Glasgow
Salary: Not Specified
Reference: 150906
Job Published: February 23, 2021 12:21

Job Description

Job Description

Sometimes things go wrong. And when they do, a strong customer and solutions focused team needs to be on hand to work through the problem and provide a great customer experience. That team needs a leader that will drive performance and behaviour making sure every customer receives the best level of service from the time their complaint is received through to full resolution.

Which is where you come in!

You will create and maintain a high performance culture through robust and fair performance management of advisors and suppliers (both up and downstream), whilst setting a professional tone and manner within their team through leading by example, Anchor their expectations by being brave and accountable, tell the truth, about performance, about workload, about everything. Communication is key, keep things simple - use Effortless language to enable the team to focus on the customer. It's important that you run a customer focused team, who are engaged, hit KPIs, are commercially aware, get involved in CI and provide brilliant customer service.

You'll have the following responsibilities

You will spend most of your time coaching your people, managing attendance, and enabling engagement. You will also contribute to both identifying and proposing solutions for the business, the team and customers. This will drive a prompt and professional customer contact response, ensuring that complaints are managed by your team effectively, efficiently and with a brilliant customer experience.

Day to day, you will be:

  • Working within standards and performance targets, both qualitative and quantitative

  • Conducting great conversations, coaching and robust and fair performance management, including PDPs

  • Driving good attendance and delivery against scheduled deployment of resource

  • Creation, maintenance and drive of Your Say improvement plans for your team

  • Minimising adverse customer impact through up and downstream supplier management

  • Ensuring that you and your team are commercially aware and adhere to financial authority levels

  • Acting as the first point of escalation for your team, doing everything possible to resolve your customer's issues

Candidate Description

You'll have the following skills & experience

  • Experience of dealing with complex and high profile customer issues

  • Strong stakeholder management up to Exec. Level

  • Strong and proactive thought leadership around the customer experience and customer effort

  • Brilliant communication and influencing skills

  • Strong ability to lead, inspire and coach a team to achieve continually improving performance

Employer Description

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT (