Job Purpose

As part of one of the fastest-growing tech companies in the telecoms industry, you will play a vital role in protecting and enhancing our customer relationships. You’ll handle complex customer complaints with empathy and precision, acting as the voice of the customer within our business. This is a unique opportunity to go beyond just resolving issues – you’ll dig into root causes, influence change, and help shape the future of our service.

The purpose of this role is to manage and resolve customer complaints efficiently, empathetically, and in line with regulatory and company standards. You’ll ensure that customer concerns are addressed fairly, with a clear focus on identifying root causes and using those insights to drive meaningful improvements across the business.

You will be working within a dynamic, supportive, and forward-thinking environment where innovation and continuous improvement are at the core of everything we do.

Main Duties

• Be the go-to expert for resolving high-level customer complaints across phone, email, social media, and written channels—turning frustration into satisfaction.
• ​Thorough investigations, collaborating with teams across the business and external partners to uncover the full picture.
• Deliver impactful resolutions. Have clear, empathetic, and timely responses that not only meet but exceed service expectations.
• Accurately document every step of the complaint journey, ensuring transparency and accountability.
• Identify patterns and recurring issues—then raise the flag to drive positive change across the organisation.
• Stay up to date on Ofcom, GDPR, and internal policies, making sure every interaction is fully compliant. Provide extra care and attention to our most vulnerable customers, ensuring they feel heard, understood, and supported.
• Drive continuous improvement. Be the voice of the customer—sharing insights and feedback that fuel innovation and elevate our service standards.

Key attitude/behaviours

Exceptional results require exceptional people. Exceptional people who live and breathe the plan.com values. We are built on trust, fuelled by passion and driven by excellence.

Attributes we look for include:

• Curious and continuous learner – We value individuals who are eager to learn and grow and committed to self-improvement. We encourage continuous learning and provide a wide range of opportunities for personal and professional development.
• Innovative and Initiative – We embrace innovation and encourage our team members to be ambitious, think outside the box, challenge the status quo, and explore new ideas to drive growth and success. We value team players who can work off their own initiative, empower our people to make informed decisions and trust them to do the right thing.
• Adaptable – In a dynamic industry, adaptability is key. We seek individuals who can thrive in a changing environment, embrace new challenges, and quickly adjust to evolving circumstances while maintaining a positive attitude.
• Collaborative – We value the collective power of working together.
• Passion – One of our three core values, passion goes beyond our people's enjoyment of their work. It's a passion for the business and their contribution to furthering its success. It means striving to be the best and encouraging those around us to do the same. And it means not being afraid to take risks. Go big or go home!

• Customer Focused: Bring empathy and active listening to every interaction - putting yourself in the customer's shoes to deliver exceptional support.
• ​Communication: Excellent communication skills —whether you're solving a problem over the phone or writing a compelling email
• ​Problem Solving: Tackle complex challenges with a calm and analytical mindset—finding smart solutions.
• ​Resilience: Thrive in high-pressure moments—staying composed, professional, and focused no matter what comes your way.
• ​Attention to Detail: Accurate documentation and process adherence, ensuring every detail is logged, every step is followed, and nothing slips through the cracks.
• ​Tech-Savvy: Comfortable using internal systems, email platforms, and digital tools.
• ​Regulatory Awareness: Stay ahead of the curve with a good understanding of the complaint handling standard and familiar with Ofcom

• ​Previous experience in a customer service or complaints handling role (preferably in telecoms or utilities)
• ​Knowledge of mobile network services, billing and customer lifecycle is desirable
• ​Familiarity with complaint resolution frameworks (e.g., ADR schemes like CISAS or Ombudsman Services) is desirable