TalkTalk

Overview:

As the CEO Complaint Team Workflow Administrator, you will play a pivotal role in managing the smooth and efficient handling of complaints addressed to the CEO and EXCO. You will be responsible for managing the workflow of complaints, coordinating with various departments, and ensuring timely resolution while maintaining the highest level of professionalism and confidentiality. This position requires exceptional organisational skills, attention to detail, and professionalism.

Key Responsibilities:

1. Workflow Management:

• Develop and implement efficient workflows for CEO complaints team. 
• Prioritise urgent matters and delegate tasks to the appropriate team members.
• Monitor incoming complaints and allocate them to appropriate team members for resolution.
• Track complaint resolution progress and ensure timely follow-up on outstanding issues.

2. Data Analysis and Reporting:

• Compile and analyse complaint data to identify trends, root causes, and areas for improvement.
• Generate regular reports for senior management, highlighting key metrics and insights.
• Provide recommendations for process enhancements based on data analysis.

3. Stakeholder Communication:

• Serve as the primary point of contact for internal and external stakeholders regarding complaint-related inquiries.
• Collaborate with cross-functional teams to address systemic issues and drive continuous improvement.
• Communicate updates and resolutions to stakeholders in a professional and empathetic manner.

4. Documentation and Compliance:

• Maintain accurate records of complaints, investigations, and resolutions in accordance with regulatory requirements.
• Ensure compliance with company policies, procedures, and industry regulations.
• Assist in the development and implementation of training programs for complaint handling staff.

5. Quality Assurance:

• Conduct regular quality assessments of complaint handling processes and outcomes.
• Identify opportunities to enhance service quality and customer satisfaction.
• Implement corrective actions as necessary to address deficiencies and mitigate risks.

Skills and Competencies:

1. Strong Organisation Skills: Ability to effectively prioritise tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.

2. Excellent Communication: Clear and concise verbal and written communication skills, with the ability to communicate complex information effectively to diverse audiences.

3. Problem-Solving Ability: Strong analytical and critical thinking skills, with the ability to identify root causes of issues and develop creative solutions.

4. Attention to Detail: Meticulous attention to detail, ensuring accuracy in documentation and adherence to company policies and procedures.

5. Interpersonal Skills: Ability to build and maintain positive relationships with colleagues and stakeholders at all levels of the organization.

6. Confidentiality: High level of integrity and discretion when handling sensitive information, maintaining confidentiality at all times.

7. Adaptability: Flexibility to adapt to changing priorities and business needs, with a proactive approach to problem-solving and decision-making.

8. Knowledge of Regulatory Requirements: Understanding of relevant regulations and compliance standards related to complaint handling in the industry.

9. Technology Proficiency: Familiarity with relevant business processes, software and tools for workflow management, document tracking, and data analysis. 

10. Customer-centric: Dedicated to providing exceptional service and addressing customer concerns with care and respect.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.