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- Tasks: Resolve complex customer complaints and inquiries through various channels.
- Company: Three UK is a leading mobile network, dedicated to enhancing connectivity for all customers.
- Benefits: Enjoy hybrid working, performance bonuses, private medical insurance, and 28 days of annual leave.
- Why this job: Join a diverse team focused on continuous improvement and delivering exceptional customer experiences.
- Qualifications: Experience in contact centers and complaint handling is preferred but not essential.
- Other info: We value diversity and encourage applicants from all backgrounds to apply.
The predicted salary is between 30000 - 42000 £ per year.
Company Description
Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.
Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.
Job Description
What the role is all about…
The Customer Solution Centre sits within the Customer Care function in our Services area. The department is responsible for handling the most complex of complaints that are escalated via our Senior Leadership team, Regulators and Ombudsman via a case management system. Alongside this, managing customer enquiries and supporting with issues via our Social Media channels, inbound calls, and webchats.
Within this role, you’ll take ownership and accountability for resolving all inbound customer queries, issues, and escalated complaints. While withholding judgement, balancing different viewpoints, and using all resources to assess and evaluate the situation ensuring the appropriate result is achieved in an efficient and timely manner.
In the Customer Solution Centre, we are passionate about Continuous Improvement, and it is incredibly important for you to not only offer the best solution but also to understand the trends and to feedback this back to help improve customer experience.
You will be key to supporting our customer issues while operating within the established regulatory guidelines. Working without supervision, using clear and effective communication skills to reach resolutions and deliver business targets in line with the strategic priorities.
This is a hybrid working opportunity, where you will operate from home and Three’s Glasgow offices, with a balance of home and office-based working.
Please note this position may require shift work, including some evening and weekend requirements.
What you’ll be doing…
- Protect and enhance Three’s reputation by effectively dealing with and resolving the most challenging customer complaints via multiple sources, which could lead to or has led to legal and regulatory escalations.
- Actively engage and build trust with customers, providing advice appropriate to their circumstances and identifying potential vulnerabilities.
- Drive our customer experience by providing timely resolutions while working in a fast-paced, demanding, customer-centric and results-focused environment, while adhering to quality standards and regulatory guidance.
- Achieving personal and department KPIs by managing individual caseloads and supporting the wider team to meet departmental objectives.
- Leading data analysis and capturing insight on customer journeys. Identifying gaps in process policy and customer experience and providing insight back into multichannel teams for continuous improvement.
- Recording accurate root causes to support in the analysis of recurring issues.
- Act quickly to mitigate risk to the business arising from complaints or escalations by making balanced decisions and prioritising effectively.
- Build relationships with internal stakeholders to enable a quick resolution to customer issues and drive credible outcomes.
- Maintain your knowledge and understanding through self-development and learning.
- React to real-time demand, to re-prioritise to ensure the customer needs are met.
Qualifications
- Experience within a contact centre or telephony environment, essential.
- Complaint handling, managing caseloads and writing high-quality outcomes an advantage but not necessarily essential.
- Proven track record in delivering a high standard of customer service managing individual case load in line with set SLAs and KPIs whilst reaching the right outcome for the customer and the business.
- Experience in dealing with complex issues and assimilating a wide range of information. Delivering high standards of customer service ensuring cases are progressed efficiently with high levels of care and empathy.
- Excellent organisational skills, with strong attention to detail, using these skills to meet regulations and find solutions to all customer issues.
Additional Information
What you\’ll receive in return…
- A performance-based annual bonus & an additional \’flexible allowance\’ to spend on additional benefits, topping up your pension, or to be added to your salary.
- Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week).
- 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
- Private Medical Insurance, Life Assurance and Income Protection.
- Free mobile phone package & unlimited sim-card.
- …. Plus lots more including wellbeing and learning & development benefits!
Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition to the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!
We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.
At Three we have a hybrid working arrangement in place as standard for office-based employees, where employees work from a mix of office-based location and working from their home in the UK to carry on their role.
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Customer Solution Centre Consultant employer: Threeuk
Contact Detail:
Threeuk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Solution Centre Consultant
✨Tip Number 1
Familiarize yourself with Three UK's values and mission. Understanding how they aim to enhance customer connectivity will help you align your responses during the interview, showcasing your passion for their brand.
✨Tip Number 2
Prepare examples of how you've handled complex customer complaints in the past. Highlighting your experience in a contact center or telephony environment will demonstrate your capability to manage challenging situations effectively.
✨Tip Number 3
Showcase your analytical skills by discussing how you've identified trends or gaps in customer service processes before. This aligns with the role's focus on continuous improvement and data analysis.
✨Tip Number 4
Emphasize your ability to work in a fast-paced environment and manage multiple priorities. Providing specific examples of how you've successfully met KPIs and SLAs will strengthen your application.
We think you need these skills to ace Customer Solution Centre Consultant
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Solution Centre Consultant position. Highlight key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to reflect relevant experience in customer service, complaint handling, and working in a contact center environment. Use specific examples that demonstrate your ability to manage complex issues and deliver high-quality outcomes.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Three UK's values. Mention your experience with resolving complaints and how you can contribute to improving customer experience.
Highlight Continuous Improvement: In your application, emphasize any experience you have with continuous improvement initiatives. Discuss how you've identified gaps in processes or customer experiences and contributed to solutions in previous roles.
How to prepare for a job interview at Threeuk
✨Understand the Role
Make sure you have a clear understanding of the Customer Solution Centre Consultant role. Familiarize yourself with the responsibilities, especially around handling complex complaints and managing customer inquiries through various channels.
✨Showcase Your Experience
Prepare to discuss your previous experience in a contact center or telephony environment. Highlight any specific instances where you successfully managed complaints or resolved complex issues, as this will demonstrate your capability to handle the challenges of the role.
✨Emphasize Communication Skills
Effective communication is key in this role. Be ready to provide examples of how you've used clear and effective communication to resolve customer issues in the past. This will show that you can build trust and engage with customers effectively.
✨Demonstrate Continuous Improvement Mindset
Since the role emphasizes continuous improvement, think of ways you've contributed to enhancing customer experience in previous roles. Be prepared to discuss how you identify trends and provide feedback for process improvements.
