Complaints Executive

Job Purpose:
As part of one of the fastest-growing tech companies in the telecoms industry, you will play a vital role in protecting and enhancing our customer relationships. You'll handle complex customer complaints with empathy and precision, acting as the voice of the customer within our business. This is a unique opportunity to go beyond just resolving issues - you'll dig into root causes, influence change, and help shape the future of our service.

The purpose of this role is to manage and resolve customer complaints efficiently, empathetically, and in line with regulatory and company standards. You'll ensure that customer concerns are addressed fairly, with a clear focus on identifying root causes and using those insights to drive meaningful improvements across the business.

You will be working within a dynamic, supportive, and forward-thinking environment where innovation and continuous improvement are at the core of everything we do.

Main Duties:
Be the "go-to expert" for resolving high-level customer complaints across phone, email, social media, and written channel-turning frustration into satisfaction.
Thorough investigations, collaborating with teams across the business and external partners to uncover the full picture.
Deliver impactful resolutions. Have clear, empathetic, and timely responses that not only meet but exceed service expectations.
Accurately document every step of the complaint journey, ensuring transparency and accountability.
Identify patterns and recurring issues, then raise the flag to drive positive change across the organisation.
Stay up to date on Ofcom, GDPR, and internal policies, making sure every interaction is fully compliant. Provide extra care and attention to our most vulnerable customers, ensuring they feel heard, understood, and supported.
Drive continuous improvement. Be the voice of the customer, sharing insights and feedback that fuel innovation and elevate our service standards.
Knowledge, Skills, Attributes:
Customer Focused: Bring empathy and active listening to every interaction - putting yourself in the customer's shoes to deliver exceptional support.
Communication: Excellent communication skills, whether you're solving a problem over the phone or writing a compelling email
Problem Solving: Tackle complex challenges with a calm and analytical mindset, finding smart solutions.
Resilience: Thrive in high-pressure moments, staying composed, professional, and focused no matter what comes your way.
Attention to Detail: Accurate documentation and process adherence, ensuring every detail is logged, every step is followed, and nothing slips through the cracks.
Tech-Savvy: Comfortable using internal systems, email platforms, and digital tools.
Regulatory Awareness: Stay ahead of the curve with a good understanding of the complaint handling standard and familiar with Ofcom.
Previous experience in a customer service or complaints handling role (preferably in telecoms or utilities).
Knowledge of mobile network services, billing and customer life-cycle is desirable.
Familiarity with complaint resolution frameworks (e.g., ADR schemes like CISAS or Ombudsman Services) is desirable.

Apply directly at plan.com/careers