Executive Complaints Strategist & Customer Advocate

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

Benefits offered by this job

Online private GP

Carers leave

Parental leave

Product discounts

Pension - 5% employee + 10% employer

Holiday purchase scheme

Job summary

BT plc in Glasgow seeks a Chairman & CEO Business Complaints Specialist to manage high-level customer complaints from initial report to resolution. You will collaborate with BT colleagues to understand the issue, determine corrective action, and deliver fair outcomes that rebuild confidence.

The role emphasizes ownership, evidence-based decisions, and proactive customer insight to prevent recurrence and improve service. Strong communication with customers and senior stakeholders is essential.

Qualifications

• Customer focus and ownership: put customers at heart of decisions.
• Clear communication and relationship skills: explain complex issues clearly.
• Problem-solving and decision-making: balanced, calm under pressure.

Responsibilities

• Take ownership of complex and sensitive High Level Business complaints from receipt through to resolution.
• Listen to customers, understand the impact of their experience 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 teams across BT to remove blockers and achieve the right customer outcome.
• Take ownership beyond organisational boundaries rather than passing problems between teams.
• Balance customer needs with commercial, regulatory and business considerations when reaching a resolution.
• Communicate clearly and confidently with customers, colleagues and senior stakeholders.
• Recognise customers who may need additional support and adapt your approach to their individual circumstances.
• Identify recurring themes and root causes from complaints and share insight with the teams who can make improvements.

Skills

Customer focus

Communication

Problem solving

Job description

BT plc in Glasgow seeks a Chairman & CEO Business Complaints Specialist to manage high-level customer complaints from initial report to resolution. You will collaborate with BT colleagues to understand the issue, determine corrective action, and deliver fair outcomes that rebuild confidence.

The role emphasizes ownership, evidence-based decisions, and proactive customer insight to prevent recurrence and improve service. Strong communication with customers and senior stakeholders is essential.