About Us
At TalkTalk we pride ourselves on being a leading provider of broadband and communication services. Our commitment to delivering exceptional customer experiences is reflected in our core values: We Care, We Challenge, We Commit. We are dedicated to innovation, excellence, and fostering a culture of continuous improvement and customer-centric service.

Job Description

Role Overview
As the Complaint Alternative Dispute Resolution (ADR) Team Manager, you will lead and manage our ADR team, ensuring the effective resolution of customer complaints and disputes. You will be responsible for maintaining high standards of customer satisfaction and regulatory compliance, while embodying and promoting our core values throughout all aspects of your work. Additionally, you will oversee team investigations, case defences to the arbitration company, and the timely completion of final decisions.

Key Responsibilities

1. Leadership and Management:
- Lead, motivate, and manage the ADR team to achieve high performance and effective dispute resolution.
- Develop and implement strategies to improve team productivity, efficiency, and overall performance.
- Provide regular training, coaching, and support to team members to enhance their skills and capabilities.

2. Complaint Handling:
- Oversee the resolution of customer complaints and disputes, ensuring fair, timely, and effective outcomes.
- Monitor and analyse complaint trends to identify areas for improvement and implement corrective actions.
- Ensure all complaints are handled in compliance with regulatory requirements and company policies.

3. Team Investigation and Case Defence:
- Supervise and guide team investigations into complex complaints and disputes.
- Coordinate and prepare comprehensive case defences for submission to the arbitration company.
- Ensure all necessary documentation and evidence are gathered and presented effectively.

4. Completion of Final Decisions:
- Oversee the timely and accurate completion of final decisions on complaints and disputes.
- Ensure final decisions are communicated clearly and effectively to all relevant parties.
- Maintain records of final decisions and follow up on any necessary actions.

5. Stakeholder Engagement:
- Liaise with internal and external stakeholders to facilitate the resolution of complex complaints.
- Foster strong relationships with regulatory bodies, ensuring open communication and compliance with industry standards.
- Collaborate with other departments to address systemic issues and improve overall customer experience.

6. Process Improvement:
- Identify and implement process improvements to enhance the efficiency and effectiveness of the ADR function.
- Develop and maintain up-to-date policies and procedures for complaint handling and ADR processes.
- Utilise data and feedback to drive continuous improvement initiatives.

7. Reporting and Analysis:
- Prepare regular reports on complaint handling performance, including key metrics and insights.
- Conduct root cause analysis of recurring issues and recommend solutions to prevent future complaints.
- Present findings and recommendations to senior management and other stakeholders.

8. Customer Focus:
- Ensure the ADR team delivers exceptional customer service, aligning with our value of "We Care."
- Promote a customer-centric culture within the team, prioritising customer needs and expectations.
- Handle escalated complaints personally, demonstrating empathy and a commitment to resolution.

Qualifications:

- Proven experience in a leadership role within a complaint handling or dispute resolution environment.
- Strong knowledge of ADR processes, regulatory requirements, and industry standards.
- Excellent interpersonal, communication, and negotiation skills.
- Ability to analyse data, identify trends, and implement effective solutions.
- Strong organisational and time management skills, with the ability to prioritise and manage multiple tasks.
- Proficiency in using complaint management systems and related software.
- Commitment to upholding our company values: We Care, We Challenge, We Commit.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.