Complaints and Vulnerable Customers Lead, Telecoms

Strategic Delivery:

• Drive our strategy and approach for handling complaints and vulnerable customers.
• Provide a complaints and Vulnerable Customer lens to product development to ensure that we are building an accessible and inclusive product.

Compliance and regulatory insight:

• Act as a source of knowledge on Ofcom regulations within the product team.
• Own our complaints and vulnerable customer policies for telecoms, ensuring compliance and effectiveness.

Operational Delivery:

• Ensure accurate, efficient, compliant, and delightful delivery of key operational elements of the customer journey.
• We’ll expect you to work closely with the operations team, upskilling people and creating a culture of resolution, empathy and care.