Complaints Handling Operations Manager

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

Reporting into the Senior Manager, this is an exciting opportunity to join our Customer Solution Centre as an Operations Manager leading our Customer Solution Centre Team Leaders whose teams are responsible for owning and resolving complex complaints which arrive through our regulators or escalation points as well as supporting our vulnerable customer base and offshore Contact Centre.

You will be expected to create a culture of exceptional customer service, providing expert oversight, strategic direction, supporting customers, and ensure all quality and regulatory obligations are met.

Partnering with stakeholders across Three you will ensure consistent, high levels of operational effectiveness, customer experience and performance on an ongoing basis. 

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.

What you will be doing in the role.

• Leading our Customer Solutions Centre Team Leaders, instilling a strong customer-centric culture, focusing on complaints resolution and customer care.
• Coach and support your team to achieve their personal, professional and performance goals.
• Set and maintain high standards; holding your team accountable for their performance and identifying areas of potential improvement, both tactically and strategically.
• Drive effective change, through continuous identification and implementation of operational best practices, across the Customer Solution Centre.
• Reporting on operational outcomes across all metrics including department performance, root cause, remediations and continuous improvement plans.
• Work closely with our Customer Experience team to shape the journey and strategy for our customers.
• Working collaboratively with Planning to determine appropriate staffing levels for the service to business meet SLA.
• Work closely with our Quality Assurance team to ensure quality and compliance expectations are met across Customer Solution Centre.
• Lead the team through significant change, calling out risks and ensuring training and development needs are met.

Qualifications

• Prior experience working in a regulated environment.
• Strong people leader with the ability to organise and manage a customer centric team.
• Operational experience in the delivery of short-, medium- and long-term strategic plans to meet Three business objectives.
• Has a passion for growth and delivering against objectives. Understands the department strategy and how it supports the key business objectives.
• Excellent stakeholder management, collaborating with internal and external partners to drive efficiency, resolve issues, and enhance customer satisfaction.
• Proficient using Microsoft Office packages (Teams, Word, Excel).

Additional Information

What you'll receive in return…

• Salary range for this role start's at £33,520, the exact salary will differ by job and experience.
• 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 for 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.
Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.