Customer Resolutions Advisor

Onecom is one of the UKs leading B2B telecoms and IT managed services providers. We help UK organisations run better with Mobile Connectivity and SD-WAN UCaaS CCaaS Cyber Security IoT and Halo our AI platform.

You will join a multi-award-winning company with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen Be Respectful Build Relationships Make it Happen Work Smart Be Amazing.

As our Customer Resolutions Advisor youll manage customer complaints from initial contact through to final resolution ensuring every customer receives a professional fair and timely outcome.

This is a fantastic opportunity for someone who enjoys problem-solving influencing stakeholders and driving improvements that genuinely enhance the customer experience.

Youll:

• Investigate complex customer complaints across multiple business areas

• Liaise with customers internal stakeholders and external partners to gather information and resolve issues

• Own cases through to resolution or deadlock

• Calculate redress and compensation where appropriate

• Work closely with senior stakeholders to support fair and consistent decision-making

• Identify complaint trends and recommend improvements to reduce future issues

• Liaise with external regulatory and dispute resolution bodies including CISAS and Ofcom when required

• Champion a customer-first culture and support continuous improvement initiatives across the business

Were interested in people who are naturally curious resilient and passionate about delivering great customer outcomes.

Youll have:

• Experience in a phone based customer service orientated role

• Strong investigation problem-solving and decision-making skills

• Excellent written and verbal communication skills

• The ability to influence stakeholders at all levels

• Strong organisational skills and attention to detail

• A proactive approach to identifying improvements and preventing complaint reoccurrence

• Confidence working under pressure and managing multiple priorities

• Experience handling complaints or escalations within a customer-focused environment

• Experience within a regulated environment

Holidays: 25 days bank holidays and buy/sell options

Other Leave: Birthday day off 12 paid hours for flexible use Volunteer day

Lifestyle: 9% combined pension contribution and 4x salary life assurance

Rewards: Quarterly and annual employee awards discounts on tech

Socials: All-expenses-paid company events

Development: In-House Training Academy

Wellbeing: 24/7 access to mental health support Calm App discounted gym membership free breakfast & fresh fruit eye-care vouchers financial wellbeing support

We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. Thats why were committed to creating an environment where everyone feels valued respected and able to bring their authentic selves to work. We welcome applications from people of all backgrounds experiences identities and perspectives.