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For Companies At a Glance
- Tasks: Lead a new customer resolutions team and turn complaints into positive experiences.
- Company: Join Gigaclear, a growing Fibre Broadband company transforming connectivity in the UK.
- Benefits: Enjoy generous pension contributions, health plans, flexible working, and 25 days holiday.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Leadership experience in customer complaints and strong analytical skills required.
- Other info: Dynamic role with opportunities for professional growth and development.
The predicted salary is between 48000 - 72000 £ per year.
Overview
Are you passionate about customers, about turning a round a poor situation into a truly positive moment for the customer? Be the person that does.
We know we can be better and we want to resolve all customer complaints quicker and more effectively. We also want to stop them coming in at all through process improvement and root cause. Knowledge and desire to change is good. Doing something about it is better.
NOTE: this role will be required to work at least 4 days per week from our Abingdon Head Office.
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.
Responsibilities
- Lead the creation and growth of a new customer resolutions team as part of the Customer Services transformation and rebranding exercise.
- Own escalations and ensure they are managed in line with company values and the future Customer Charter, from initial acknowledgement to final settlement and everything in between.
- Act as the main point of contact and manage the relationship with the Ombudsman Service, collaborating with all business areas to feedback and learn from complaints.
- Lead root cause analysis to identify where improvements are needed and drive implementation to stop escalated complaints where possible.
- Ensure compliance with regulatory complaint handling requirements; experience with regulatory policies is essential, with OFCOM experience preferred but not essential.
- Use data, analysis and reporting to identify trends, inform improvements and demonstrate successful resolutions and customer satisfaction.
- Provide strategic leadership and people management to develop and coach team members.
Qualifications and Experience
- Previous leadership and people management experience in a customer complaints or escalation environment.
- Strong ability to use data, analysis and reporting to drive process improvements and positive outcomes.
- Experience implementing regulatory policies and handling regulatory compliance in complaints (OFCOM experience preferred but not essential).
- Ability to develop and maintain strong relationships with cross-functional teams and external bodies (e.g., Ombudsman).
Benefits
- Generous employer pension; up to 8% matched contribution
- Income protection & life assurance
- 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
- Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
- Unlimited access to online training and development content via our Learning Management System
- Long service benefits and monthly employee recognition
- Enhanced maternity and paternity provisions
- Flexible working environment
- Health & Wellbeing initiatives and company funded social events
Our values
Our approach is to work guided by our mission, vision and values. Find a way, Be committed, Do the right thing, Keep it simple.
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Head of Customer Resolutions employer: Gigaclear
Contact Detail:
Gigaclear Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Resolutions
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how your experience aligns with their goals. This will help you stand out as someone who genuinely cares about making a difference.
✨Tip Number 3
Practice your problem-solving skills! Since this role is all about turning negatives into positives, think of examples from your past where you've successfully resolved customer issues. Be ready to share these stories during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and contributing to our mission of improving customer experiences.
We think you need these skills to ace Head of Customer Resolutions
Some tips for your application 🫡
Show Your Passion for Customers: When writing your application, let your passion for customer service shine through. Share specific examples of how you've turned a negative situation into a positive one, as this aligns perfectly with our mission at StudySmarter.
Highlight Your Leadership Experience: Make sure to emphasise any previous leadership roles you've had, especially in customer complaints or escalation environments. We want to see how you've successfully managed teams and driven improvements in the past.
Use Data to Your Advantage: Since we value data-driven decision-making, include any experiences where you've used data analysis to identify trends or implement process improvements. This will show us that you can bring valuable insights to the role.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Head of Customer Resolutions position. We can't wait to hear from you!
How to prepare for a job interview at Gigaclear
✨Know Your Customer Journey
Familiarise yourself with the customer journey at Gigaclear. Understand the common pain points and how the company currently addresses them. This will help you demonstrate your passion for turning negative experiences into positive ones during the interview.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in resolving customer complaints or escalations. Highlight your ability to coach and develop team members, as this role requires strong people management skills.
✨Data-Driven Mindset
Be ready to discuss how you've used data and analysis to drive process improvements in previous roles. Bring specific examples of how your insights led to better customer satisfaction and reduced complaints.
✨Understand Regulatory Compliance
Brush up on regulatory policies related to customer complaints, especially OFCOM guidelines. Even if you don't have direct experience, showing that you understand the importance of compliance will set you apart.
