Complaints Officer

Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

Job Title: Complaints Officer

Reports to: Head of Customer Resolutions

Role Type: Permanent

Location: Remote

Hours of work: 9:00am-5:30pm

If you want to further your career from a vibrant and fast-paced organisation, this might be the role for you.

Objectives

You will be responsible for the effective resolution of the DCS complaints function including escalated and Director/CEO/Chairman level complaints.

Responsibilities

• Log all incoming complaints into Executive Resolutions, raised both verbal and written
• Take ownership and investigate all complaints fully
• Resolve all complaints within service level agreement, ensuring the customer is kept informed throughout
• Attention to detail capturing technical information and piecing together complex solutions to drive a resolution
• Re-build and restore customer confidence through effective communication, setting expectations and delivering
• Maintain good working interdepartmental relations in order to complete resolutions effectively
• Identify root cause of complaints and drive improvements
• Provide ad-hoc help and support to the Customer Service function
• Monitor, respond and provide advice to customers who have been impacted by fraud
• Support in driving a continuous improvement culture by reviewing and recommending improvements on all Customer Service and Operational processes
• Ensure all systems are kept fully updated
• Follow company procedures and deliver high level customer service to achieve maximum customer satisfaction
• Maintain a professional attitude at all times
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
• Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
• Carry out any ‘ad hoc’ assignments as and when required.
• To be compliant with health and safety company policy and legislation.

Qualifications

• Previous experience in a Telecoms or complaints role is desired
• Customer Service experience essential
• Excellent verbal and written communication skills
• Desire to examine and understand situations
• Ability to think creatively and problem solve around complex issues
• Demonstrable understanding of and ability to work with emerging technologies
• Technical Understanding of IP Data and Voice products
• Able to prioritise workload and work autonomously
• Able to work under pressure
• Strong attention to detail
• Ability to drive improvements to resolution and identify ownership of issues
• Computer literate in Word, Excel and Outlook