About us We're brsk.
We're customer obsessed and proud, but don't just take our word for it.
We've got a score of 4.6 on Trustpilot with our customers showing you just how we go the extra mile.
We're a UK-based, award-winning full fibre broadband provider who are rolling out up to 2 gigabit per second broadband to homes across the UK.
We have quickly become one of the fastest-growing alternative networks (Altnets) in the UK, already reaching over 700,000 homes.
What sets us apart?
Our people do.
Each team member has a voice and contributes to building our company.
Our recent employee engagement scores are as high as 88%, indicating that our teams feel connected and empowered.
The Role We are seeking a highly organised and dynamic individual to fill the role of Customer Complaints Manager in our CX team.
You will be responsible for managing customer complaints across our contact channels, resolving these within the given SLAs, and liaising with the right areas of the business to resolve the complaints effectively.
You will report on complaint volumes and performance metrics while identifying complaint trends and improvements that can enhance our customer experience.
You will act as a subject matter expert in the fibre space and will help other areas of the business to develop better processes and implement improvements to enhance our service, striving to reduce the number of complaints the business receives.
Key Responsibilities: Complaint Management:Develop an effective Complaints Management operating procedure to ensure complaints are handled effectively across the channels.Respond to all customer complaints within SLA and turn customers' negative experiences into positive ones.Liaise with all areas of the business to ensure the right solution is offered to the customer in a timely manner.Continuous Improvement:Identify trends in the complaints received and quantify the level of impact.Proactively identify areas of improvement to reduce the number of complaints received.Propose solutions to gaps that drive complaints and quantify the size of the opportunity.Recommend the tools required to turn any complaint around to a positive experience.SME Collaboration:Work with all areas of the business to provide SME advice on new ideas and opportunities that will enhance the customer experience.Be the voice of the customer and provide input on new products, services, and capabilities being implemented.Performance Monitoring and Analysis:Monitor the volume received and reasons for complaints.Report on the performance of complaints management including the number of open, closed, and pending complaints, length of time to resolve, and spend associated.Keep stakeholders informed of key metrics. About You We are looking for someone who is passionate about delivering an exceptional customer experience with proven experience in complaints management and customer support.
You will be empathetic and have excellent interpersonal skills with an ability to resolve complaints and optimise our customer experience.
With your problem-solving mindset and strong analytical skills, you will have the ability to interpret data to make informed decisions.
Experience with HubSpot would be advantageous.
Location You will need your own reliable laptop and a strong internet connection, as this is primarily a work-from-home position (you will be paid a monthly working-from-home allowance as well as a connectivity allowance).
Although this is a remote role, we would like you to meet with the other members of the Customer Experience and Support team; therefore, ideally, you will be based in or around Johannesburg.
If you are passionate about delivering an exceptional customer experience and identifying and delivering effective solutions for customers, we invite you to apply for our Customer Complaints Manager position.
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