Direct Care Complaints Specialist

Summary

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We are seeking a motivated and proactive person to work under their own initiative as a Complaint Specialist. This is a 12-month fixed term contract requiring you to work in the Sheffield office two days week, the rest of the time you can work from home.

You will be part of an established team and remain the customer’s main point of contact throughout the lifecycle of the complaint. Complaints will be received from all channels including Director level and you'll work closely with multiple departments across our business.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too. 

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions. 

Together, we are Virgin Media O2, and we can't wait to see what you can do. 

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. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us. 

In order to be considered, you must have the following experience;

• Demonstrable relevant experience in a customer service role, preferably in a business-to-business environment that requires exceptional listening and problem solving skills.
• Strong stakeholder management across customers both internal/external with solid examples to demonstrate this. 
• Proven ability to professionally communicate and negotiate with difficult customer complaints, to rebuild customer trust and grow customer loyalty. 
•  Previous experience and success in a role requiring strong verbal and written communication skills, including familiarity with Ombudsman Services and how to prepare a case defence. 
• Highly motivated and positive person capable of working as an individual and as part of a focused and committed team with the ability to influence others positively. 
• Proven first class analytical ability, accuracy, and attention to detail a requirement. 

We'd also love you to bring;

• Previous experience in a complaints specialist role in a B2B environment.

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency interview with the Hiring Manager. 

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. 

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.