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Executive Relations Manager

Date: 11-Jun-2021

Location: LEEDS, GB

Company: Telefonica S.A.

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

We welcome and encourage people from all backgrounds to apply.   

Whoever you are, O2 has a place for you. 

Come join us.

 

12 Month FTC

Location: Leeds

 

We are O2, the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. We put our 25 million UK customers at the heart of everything we do, so we can use our technology to connect them to the experiences they live for.

 

And just like our customers, we open up exciting possibilities for our employees too. Great benefits. Generous rewards. High-quality training. Ongoing career development. These are just some of the reasons to join us.

 

We’re always on the lookout for great talent, and we’re all about inclusivity. We want to be a true reflection of our customers and their communities, to help us make the best decisions. That’s why everybody’s welcome at O2 – it’s time to get everyone in the room.

 

What do the team do?

 

The Executive Relations Team are focused on delivering fair and consistent outcomes for customers who have made a complaint to the O2 Board, Senior Leadership Team or through a regulatory body.

 

How will you fit into this?

 

You will lead and manage the team to ensure they service 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, Ombudsmen, Citizens Advice Bureau and Trading Standards) are dealt with professionally and in the most cost-effective way, protecting the brand at all times.

 

Some of the more specific responsibilities:

 

  • Manage and lead the team to ensure they deliver against key service levels, quality and exceptional customer service
    Coach and develop individuals to continually build skills and knowledge to deliver optimum performance
  • Manage workload on daily/weekly basis to ensure SLAs are met through proactive and effective planning
  • Work with external partners, including Capita and key stakeholders to flag issues which can lead to complaints and improve and align complaint handling across both areas
  • Identify risks to SLAs and take proactive action to mitigate them
  • Addressing shortfalls in performance to ensure consistent delivery and achievement
  • Review complaint processes to ensure we are delivering optimum customer service.
  • Complete regular quality levelling with both in house and outsourced teams to promote best practice, identify risks and areas of improvement and support delivery of fair and consistent outcomes for customers
  • Work with the Head Of Complaints to progress key improvement opportunities to minimise customer effort

 

What we need from you:

 

  • Awareness of GDPR, the Competition Act, Complaint Handling Regulation and the implications of being non-compliant
  • Excellent people management skills
  • Proven ability to lead and coach individuals and manage change effectively
  • Excellent communication skills, able to influence and negotiate effectively
    Customer and people focussed
    Excellent problem-solving, planning and analytical skills

 

Additional Information:

 

Grade:  MPG2

Salary and benefits:

We’re looking to pay a competitive salary (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, holiday entitlement and lots of flexible benefits. We also believe a great work-life balance is important, so we’re open to considering part time and flexible approaches to working. Like to know more? Feel free to raise it.

If you have any questions about the role then please email ResourceTUK@o2.com who will be happy to help.

 

 

 

 

We’ll be sending you emails about the status of your application. To make sure you receive these, please add @O2.com and @telefonica.com 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 ResourceTUK@o2.com who will be happy to help.