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Customer Service Complaints Handler

Posted 5 February by Fixed Recruitment Ended

Job Title: Escalations Handler / Customer Service Complaints Handler

Location: Bournemouth Town Centre

Salary: £18,000 to £22,000 Depending on experience

Start Date: ASAP

Duration: Full Time Permanent

The purpose of the Escalations Handler role, reporting to the Escalations Team Leader, is to provide expert assistance to the wider Operations department in relation to unresolved consumer complaints, to drive a culture where customers are treated fairly and to ensure all complaints are acknowledged and dealt with in a timely manner.

Escalations Handler / Customer Service Complaints Handler Main duties and responsibilities:

Complaint Management:

  • To be responsible for investigation, resolution and reporting of all customer related complaints, in a telephone focused environment
  • To act as an ambassador for iSupplyEnergy and behave in a professional and courteous manner at all times
  • To provide exemplary complaint resolution and customer service to ensure a reasonable and consistent approach for our customers and to instil confidence in our customers that all issues are addressed, and the final outcome is fair
  • To adopt a "right first time" strategy in order to avoid repeated complaints and therefore to ensure customer satisfaction
  • To maintain a high standard of grammatically and factually correct responses, whilst always adopting an empathetic and clear approach
  • To secure management buy-in to proposed resolutions whilst working closely with other departments to resolve customer complaints

Regulatory Adherence and Compliance:

  • To fully comply with Data Protection Act for internal and external customers
  • To maintain compliance with regulatory requirements relating to complaint handling, standards of service and customer appointments
  • To be responsible for handling all complaints within Ofgem regulations and to ensure that all escalated complaints are acknowledged and responded to pragmatically and within a strict deadline
  • To maintain accurate records of all customer contact on internal systems

Operational Management:

  • To update performance data daily and adopt visual management reporting to share with the Operational team
  • To undertake delegated duties from Team Leader as and when required and to ensure all administration tasks and agreed outcomes are completed
  • To provide complaint trends and communicate lessons learnt to Team Leaders and Managers, so service levels can be improved in highlighting risks and opportunities
  • Results driven; takes pride in achieving a satisfactory conclusion to a complaint quickly; will also be positively influenced by target requirements
  • Work closely with other departments to ensure effective communication is upheld with our customers through to resolution of their matter
  • Be required to interact and support good working relationships with other areas of the Business

The Escalations Handler / Customer Service Complaints Handler will need:

  • A confident and self-motivated individual, who demonstrates integrity and the ability to handle a challenging case load and is able to react to time critical situations
  • Passionate and highly articulate with a 'can do' attitude and a proactive approach to work
  • Strong interpersonal skills with the proven ability to engage and influence at all levels of the organisation
  • Ethical, focused on treating customers fairly
  • Highly developed verbal communication skills with the ability to negotiate fair and reasonable outcomes for all parties
  • Demonstrable experience in a complaint handling environment
  • Ability to communicate complex information in writing, logically and persuasively
  • Sound decision making skills
  • Problem solving skills and the ability to collate and analyse information from various sources to identify key issues and trends
  • Ability to coach and direct other professionals as well as take on board feedback
  • Organised and able to manage own time effectively, with the ability to achieve deadlines and prioritise work according to conflicting demands

What we offer our Escalations Handler / Customer Service Complaints Handler:

  • £18,000 to £22,000 depending on skills, knowledge and abilities
  • 37.5 hours per week, no evenings or weekends
  • Fantastic working environment in offices in central Bournemouth
  • 22 days holiday, plus bank holidays
  • Exceptional development opportunities
  • Employee Assistance Programme
  • Pension contribution plan
  • Free eye tests
  • Discount parking option
  • Childcare vouchers option
  • Enhanced maternity / paternity pay
  • Free hot and cold drinks and fruit bowls replenished daily

Who we are:

Our client is a Bournemouth based energy supplier. Thousands of new customers every month trust our client to look after their Gas and Electricity for both credit and prepayment meters.

They have a unique and friendly working culture, which is a result of passionate leadership and proud staff. They have great development opportunities for those who work hard.

Apply today for the chance to be considered for an early interview!

Required skills

  • Customer Complaints
  • Complaints Handler
  • Escalations
  • Escalations Handler

Reference: 34394871

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