Glasgow Chairman & CEO Business Complaints Specialist G2 8LA

Job description

As a Chairman & CEO Business Complaints Specialist, you’ll manage some of our most complex and sensitive customer complaints within BT Business, taking personal ownership from initial investigation through to resolution. You’ll work closely with customers and colleagues across BT to understand what has gone wrong, determine the right course of action and deliver fair, considered outcomes that rebuild customer confidence. You’ll use sound judgement to balance doing the right thing for our customers with achieving the right outcome for BT. Beyond individual cases, you’ll use customer insight to identify recurring issues, challenge processes that are creating poor experiences and work across teams to help prevent problems from happening again. Your contribution will help improve the overall customer experience, reduce repeat failure and strengthen trust in BT Business. Our BT behaviours will be central to how you work. You’ll put customers first, take ownership, collaborate across boundaries, constructively challenge where things can be better, and keep communication simple and clear for both customers and colleagues. What you’ll be doing Take ownership of complex and sensitive High Level Business complaints from receipt through to resolution. Listen to customers, understand the impact of their experience and identify what is needed to put things right. Investigate complaints thoroughly and make fair, evidence-based decisions. Keep customers informed, setting clear expectations and following through on commitments. Work with teams across BT to remove blockers and achieve the right customer outcome. Take ownership beyond organisational boundaries rather than passing problems between teams. Balance customer needs with commercial, regulatory and business considerations when reaching a resolution. Communicate clearly and confidently with customers, colleagues and senior stakeholders. Recognise customers who may need additional support and adapt your approach to their individual circumstances. Identify recurring themes and root causes from complaints and share insight with the teams who can make improvements. Challenge existing processes constructively when they create unnecessary effort or poor customer outcomes. Support continuous improvement by sharing learning, good practice and customer insight. Take responsibility for the quality and accuracy of your case management and customer communications. Work collaboratively with colleagues, sharing knowledge and supporting the wider team during periods of high demand. Look for opportunities to prevent repeat complaints and create simpler experiences for our customers. Essential skills/experience Customer focus and ownership: You put customers at the heart of your decisions, take responsibility for seeing issues through and use sound judgement to achieve fair outcomes for both the customer and BT. Clear communication and relationship skills: You can listen, ask the right questions and explain complex or sensitive issues in a clear and straightforward way. You build positive relationships and work confidently with customers and colleagues across different teams. Problem-solving and decision-making: You can understand what has gone wrong, review information from different sources and make balanced decisions. You stay calm when situations are challenging and are comfortable taking ownership when the answer is not immediately clear. Desirable skills/experience Experience of managing customer complaints, complex cases or sensitive customer situations. Experience of working with different teams to resolve problems and remove barriers for customers. An understanding of how excellent complaint handling can rebuild customer confidence and protect long-term customer relationships. Experience of identifying recurring problems and using customer feedback to suggest improvements. Confidence in constructively challenging processes or decisions when they are not delivering the right outcome. Experience of managing competing priorities while maintaining quality and attention to detail. An understanding of the importance of regulatory requirements, customer vulnerability and treating customers fairly. Experience of sharing knowledge and supporting colleagues to improve customer outcomes. Our package Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include: Access to an online private GP 24/7 for you and your immediate family Market-leading paid carers leave with up to 2 weeks off Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay Discounted EE and BT products, including mobile and broadband Market leading Pension scheme – 5% from you and 10% from us Holiday purchase scheme You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready. Ready to connect for good and help shape the future? Apply now. BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies. 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