Chief Complaints & Customer Experience Leader

BT Group; Glasgow; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Online private GP 24/7 for you and you

Paid carers leave (up to 2 weeks)

Maternity, paternity, and adoption lea

Discounted BT products

Pension scheme

Holiday purchase scheme

Job summary

BT Group is seeking a Chairman & CEO Business Complaints Specialist in Glasgow to own and resolve complex customer complaints end-to-end, ensuring fair outcomes while balancing BT and regulatory considerations. You will engage customers directly, coordinate with BT colleagues, and drive improvements to prevent recurrence.

In this senior customer service role, you will use sound judgement, communicate clearly, and uphold BT behaviours of putting customers first, ownership, collaboration, and

Qualifications

• Customer focus and ownership drive decisions to fair outcomes for customer and BT.
• Clear communication and relationship skills enable you to explain complex issues clearly and build positive relations across teams.
• Problem-solving and decision-making: assess information, stay calm under pressure, take ownership when needed.

Responsibilities

• Take ownership of complex and sensitive High Level Business complaints from receipt through to resolution.
• Listen to customers, understand impact and identify what is needed to put things right.
• Investigate complaints thoroughly and make fair, evidence-based decisions.
• Keep customers informed, setting clear expectations and following through on commitments.
• Work with BT teams to remove blockers and achieve the right customer outcome.
• Take ownership beyond organisational boundaries and avoid passing problems between teams.
• Balance customer needs with commercial, regulatory and business considerations.

Skills

Customer focus

Clear communication

Problem solving

Job description

BT Group is seeking a Chairman & CEO Business Complaints Specialist in Glasgow to own and resolve complex customer complaints end-to-end, ensuring fair outcomes while balancing BT and regulatory considerations. You will engage customers directly, coordinate with BT colleagues, and drive improvements to prevent recurrence.

In this senior customer service role, you will use sound judgement, communicate clearly, and uphold BT behaviours of putting customers first, ownership, collaboration, and