Customer Complaints Specialist in Sheffield

Responsible for the resolution of all complaints, received from all channels including Director level, within the agreed regulatory timelines where possible. You will be part of a complaints team and remain the customer\’s main point of contact throughout the lifecycle of the complaint. You will provide relevant and timely updates to both internal and external customers. Working closely with multiple stakeholder departments across our business to ensure all aspects of the customer complaint is managed through to resolution.

Qualifications

• A drive to dive into the details of a system or process to solve customers\’ problems and prevent the issue reoccurring.
• Proven ability to professionally communicate and negotiate with difficult customer complaints, to rebuild customer trust and grow customer loyalty.
• Experience in customer service or complaints.
• Excellent organisational, communication and interpersonal skills. Be able to multitask and adapt to a fast‑paced environment.
• Strong verbal and written communication skills.

Nice to have

• Responsibility for own contribution and that of the team.
• Approachable and polite to deliver a truly responsive service.
• Flexible and resilient to absorb the frequently changing demands of the role.
• Honest and tenacious to cut through process where necessary to deliver on commitments.

Benefits

The UK\’s fastest broadband network. The nation\’s best-loved mobile brand. And, one of the UK\’s biggest companies too. We put our customers first, making life simpler, smoother, and more joyful. With big ambitions and a brilliant team, we\’re building a more connected future for everyone. You get a bumper reward package bursting with benefits, and loads of extras you can add if you\’d like.

Legal & Diversity Statement

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. We support and encourage you to be your authentic self throughout your application journey with us.

Next Steps

Once you\’ve submitted an application the next steps of the process, if successful, are likely to include a one‑stage interview. When you apply, you\’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we\’ll be sure to discuss it with you. Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you\’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.