Customer Complaints Manager

at  Brsk Ltd

ABOUT US

We are a pioneering full fibre provider dedicated to delivering high-speed broadband connectivity to homes and businesses across the nation. With a network reaching over 500,000 homes, we are one of the UK’s most rapidly expanding Altnets.
At our core, we value the unique contributions of our team members, fostering an environment where every voice is heard and empowered. We pride ourselves on our high engagement scores and our commitment to innovation in a dynamic industry. If you’re customer obsessed, driven to deliver results, thrive in fast-paced environment and are passionate about transforming customer experiences through impactful content and continuous learning then this could be the role for you.

ABOUT YOU

We are looking for someone who is passionate about delivering an exceptional customer experience with proven experience in complaints management and customer support.
You will be empathetic and have excellent interpersonal skills with an ability to resolve complaints and optimise our customer experience.
With your problem solving mindset and strong analytical skills you will have the ability to interpret data to make informed decisions.
Experience with HubSpot would be advantageous
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If you are passionate about delivering an exceptional customer experience and are passionate about identifying and delivering effective solutions for customers. We invite you to apply for our Customer Complaints Manager position.

ABOUT THE ROLE

We are seeking a highly organised and dynamic individual to fill the new role of Customer Complaints Manager. You will work with our Senior Complaints Manager and be responsible for managing all customer complaints across our contact channels. You will resolve these within the given SLA’s, liaising with the right areas of the business to resolve the complaints effectively, reporting on complaint volumes and performance metrics along with identifying complaint trends and improvements that can be made to the Customer Journey with the aim to enhance and optimise our customer experience.
You will act as a subject matter expert in the fibre space and will help other areas of the business to develop better processes and implement improvements to enhance our service, striving to reduce the number of complaints the business receives.