THE JOB This role plays an important part in the Customer Experience team in improving customer experience across all customer interactions, as well as driving process and operational efficiency. You will be responsible for handling our higher level and escalated customer complaints from a number of sources including the Communication Ombudsman, SLT escalations, Trustpilot and appealed complaints. With full accountability for improving performance against both qualitative and quantitative VOC metrics, you will take a supporting role on embedding a customer first culture across the business. WHAT WILL YOU BE DOING? Proactively collaborate with stakeholders and operational managers providing support to aid them in meeting their performance objectives, whilst supporting improvements across process to deliver a best-in-class customer experience. Demonstrate critical thinking and challenge ways of working to promote new ways of working and processes. Build and manage effective relationships with stakeholders. Coordinate groups and support people working together. Identify and challenge processes and feed into continuous improvement. Production of and concern for detail and accuracy in all VOC reporting. WHAT WILL YOU BRING? A track record of managing customer interactions at a higher level end to end via multiple channels. First class customer approach with a passion for providing the very best customer experience at all times. Demonstrated ability to challenge established practices and be the catalyst for change within the organisation. Ability to build and manage effective relationships with stakeholders. Ability to critically analyse data, identify and act upon trends. Attention to details, quality minded with a flexible and positive approach to tasks A proven ability to research, problem solve, self-manage in relation to time and priority and produce written reports. Meticulous attention to detail and ability to timeline events accurately. MS Office application experience would be desirable although not essential as there is scope for development in this area. WHAT WE VALUE Based on input from all colleagues across our business, our 4 cornerstone values are: ‘Make a Difference’ - Would you like to help make that difference? As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain! ‘Be Yourself’ - Fibrus is committed to building a diverse, talented and dedicated workforce. We appreciate that you may not meet every single requirement listed but don’t let that discourage you. If you have some of the experience we are seeking and offer a fantastic attitude, we’d love to see your application! ‘Be Tenacious’ - We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose! ‘ Work Together’ - At Fibrus, we put our people first! We are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on trust, collaboration, growth and flexibility.