What the role is all about…

The Customer Solution Centre sits within the Customer Care function in our Services area. The department are 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’ 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 support 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 cause 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 creditable 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.