Customer Excellence Associate Fixed Term Contract

Answer SMARTY customer queries while delivering a service which makes our customers feel valued.

Be the customer Excellence representative delivering a service which makes our customers feel valued.

Manage our Complaints VOICE Community and Social Media queries in a timely and efficient way.

Support customers to encourage future selfserve.

Play a key part in leveraging the VOICE of the customer to drive continuous improvement.

Implement processes and procedures in the operation that provides first contact resolution.

Adhere to all compliance and regulatory processes and procedures.

A positive cando attitude will help you flourish in this role and youll be a real team player.

Support TL as and where appropriate to ensure we deliver a great Customer Experience at every touch point.

Qualifications :

Experience within Customer care/Service Knowledge/prior experience of complaints handling Ombudsman/Ofcom knowledge an advantage.

Demonstrated experience answering customer queries and delivering excellent Customer Service in a confident manner.

Knowledge of Social media platforms an advantage.

Youll have excellent English language skills and confident telephone manner.

Youll be computer literate and confident using excel and Microsoft Office.

Experience with Intercom Khoros Genesys and Lifecycle/Jira systems preferable.

Additional Information :

What youll receive in return

• A performance based annual bonus & an additional flexible allowance to spend on additional benefits topping up your pension or to be added to your salary
• Hybrid working between your home 23 days a week) and our Glasgow office 23 days a week)
• 28 days annual leave 8 bank holidays 3 personal days annually which increases with length of service
• Private Medical Insurance Life Assurance and Income Protection
• Free mobile phone package & unlimited simcard
• .... Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. Were a diverse and inclusive bunch and its important you can feel you belong here. We value everybody for who they are and what they bring to the table supporting one another as we continue to deliver for our customers.

With that in mind if you do not tick every box in the job advert above there are likely other valuable attributes and skills you have that would make you a great addition for the team. So if you feel this role is for you then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race gender identity sexual orientation age religion disability marital status family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail our core hours at Three are between 10:00 and 16:00 with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.

Remote Work :

No

Employment Type :

Fulltime