Complaints and Quality Lead - London, United Kingdom - Currys

Currys

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints and Quality Lead:

London (Hybrid Working)
Fixed Term Contract - 9 Months
Full-time

Grade 3

We're iD Mobile, the UK's fastest growing post-pay mobile (MVNO) network ever. We launched in 2015, and already have over 1 million customers.

We offer everything from super-value Pay-as-you-go and SIM only deals, right up to the latest smartphones from the big-name manufacturers.

Our success to date is just the start for iD Mobile - we have very ambitious plans for the future.

As the Complaints and Quality Lead, you will work with our contact centre vendor operations to identify and remove barriers to first contact resolution.

You will work with the Customer Interaction Manager to ensure the end-to-end complaints management journey is efficient and you will introduce policy changes, process updates and training to empower agents to resolve first time and retain our customers.

Duties & responsibilities:

Interrogate complaints to understand the drivers and the barriers to first contact resolution, proposing solutions including technical fixes, change to process, communication, policy, or training
Monitor interactions across all customer touchpoints including calls, correspondence, transcripts, social, Community, customer surveys, trouble tickets and complaints
Use data and insight from your peers in the Customer Interaction Team, the iD BI team and the contact centre vendor's MI team to help prioritise which FCR barriers to address first
Look for opportunities to improve efficiency in the endtoend complaints management journey and adjust policy and process to minimise escalation to Ombudsman Services and Ofcom
Manage calibration sessions with the contact centre vendor operations to collectively measure customer contact examples against the quality scorecard
Ensure there is an appropriate quality monitoring framework for all interaction types, including customer service, complaints, vulnerable customers, correspondence and sales and retention
Identify process, training and policy gaps through your quality monitoring and produce required documentation, providing coaching to partners directly where necessary
Help to keep the contact centre up to date on issues, upcoming changes or events using the Wiki articles or other appropriate communication methods

Required experience:

Complaint management experience
Ability to diagnose problems and rapidly put corrective actions in place
Ability to effectively prioritise and execute varied tasks with different deadlines
Ability to form strong working relations with onshore and offshore vendors
Mobile telecoms experience an advantage
Computer literate across MS office package, with emphasis on Excel and PowerPoint

We're one team and we celebrate all of the great things you do.

One way we show our gratitude is by giving you access to a range of lifestyle benefits including:

Competitive pension scheme
Access to discretionary company bonus scheme
Life Assurance
Staff discounts and offers
Hybrid working; arrangements will depend on your role and business requirements. You could be working from our primary Currys Campus at Waterloo (WeWork), meeting & collaborating at Currys regional workspaces or working from home

Beyond that, we'll be with you every step of the way, enabling you to get the most out of your role.

We're building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.

LI-Hybrid