Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.
Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.
What the role is all about…
The Customer Solution Centre sits within the Customer Care function in our Services area. The department are responsible for handling the most complex of complaints that are escalated via our Senior Leadership team, Regulators and Ombudsman via a case management system. Alongside this managing customer enquiries and supporting with issues via our Social Media channels, inbound calls, and webchats.
Within this role you’ll take ownership and accountability for resolving all inbound customer queries, issues, and escalated complaints. While withholding judgement, balancing different viewpoints, and using all resources to assess and evaluate the situation ensuring the appropriate result is achieved in an efficient and timely manner.
In the Customer Solution Centre, we are passionate about Continuous Improvement, and it is incredibly important for you to not only offer the best solution, but also to understand the trends and to feedback this back to help improve customer experience.
You will be key to supporting our customer issues while operating within the established regulatory guidelines. Working without supervision, using clear and effective communication skills to reach resolutions and deliver business targets in line with the strategic priorities.
This is a hybrid working opportunity, where you will operate from home and Three’s Glasgow offices, with a balance of home and office-based working.
Please note this position may require shift work, including some evening and weekend requirements.
What you’ll be doing…
What you'll receive in return…
Our people make us who we are. We’re a diverse and inclusive bunch, and it’s 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.
Established in 2003, 3G is a British telecommunications and internet service provider. They are based in Maidenhead, Berkshire.
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