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Executive Complaints Specialist

Date: 05-Aug-2022

Location: LEEDS, GB

Company: Telefonica S.A.


It matters to us that Team O2 is as diverse as the communities we serve. 

We’re aware that we need more diversity in our senior leadership roles, so we welcome and encourage people from all backgrounds to apply. 

Whoever you are, O2 has a place for you. 

Come join us.

Job title: Executive Complaints Specialist

Reporting to: Executive Relations Manager

Location: Leeds/ Work from home flexibility a few days a week

Hours - Monday to Friday to cover 8 am to 6 pm, every other Saturday 9 am to 5 pm

Closing Date: 09/08/2022


We are recruiting for 2x Executive Complaints Specialists to join our team!

As an Executive Complaints Specialist, you'll ensure that complaints at the highest level are well looked after and resolved in a professional way.


About the team:


Our team ensures all our customers (or non-customers) that complain at the highest level (Telefonica Europe plc. Chairman and CEO, including all board members, and Telefonica UK Limited CEO, including all board members, Press Office, Legal and Regulatory Department, Ofcom, Ombudsman, Citizens Advice Bureau and Trading Standards) are looked after expertly and in the most efficient way, always protecting the brand.


Who we are


At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.


Key responsibilities


  • You'll be familiar with the detrimental impact that a complaint remaining unresolved can have on the company`s image, brand and (future) profitability. Therefore, must be constantly aware of the importance of the position when speaking to customers and representing Telefonica UK Limited and Telefonica Europe plc

  • You'll ensure that any amendments made to customer credit files rigorously abide by the regulations and guidelines and follow the expectations of the credit reference agencies

  • Must make sure all forms of communication abide by legal and regulatory guidelines and/or company policy

  • Must accurately log each complaint/case on the Complaint Management System and highlight any process faults and/or staff quality issues as part of Telefonica UK Limited`s feedback procedure

  • You'll maintain the relationships with the Executive Offices optimally, setting realistic timescales and giving timely updates

  • Always working to a high standard, you should make the most of every opportunity to improve the overall customer experience by educating the customer about how to get the most from their service with us.


The must-haves


In order to be considered, you must have the following experience;

  • Knowledge of GDPR, the Competition Act, Complaint Handling Regulation, and the implications of being non-compliant.

  • Proven experience in customer-facing complaints background

  • Successful negotiation & influencing skills

  • Problem-solving and analytical skills

  • Proven experience in an executive office environment


What's in it for you?


We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work-life balance.


Next steps


If we feel like a place where you can belong, we'd love to learn more about you.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media O2 family.



We’ll be sending you emails about the status of your application. To make sure you receive these, please add and to your Safe Senders list.

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.  

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

If you have any questions around the role then please email who will be happy to help.