This role offers an excellent opportunity to work in an exciting and growing energy supply company where you will be integral in responding to our customers. You will play a vital role, by providing efficient responses to an array of customer contacts and assisting in driving up our standards by helping to identify customer complaint triggers and drivers. You will be based within our Customer Care team, to assist with monitoring the level of contact received via our social media channels, and the highlighting the drivers that have caused customers to leave negative reviews. You will also support the Customer Care and Complaints team when required.
Ideally, you will be an individual who takes pride in making a difference to both our customers and the business. You will be a driven and engaged individual, who is motivated by challenges and is eager to learn and to further widen their knowledge of the energy sector. You will also have good knowledge of the energy industry, and experience is responding to Social media queries, customer care back office duties and resolving complaints.
Ensure a high level of Customer Service is maintained throughout our Social Media Channels, including Trust Pilot, Facebook, Money Saving Expert, and Twitter.
To use the intelligence gained from Social Media, to help the business identify areas of improvement, and aid the business in troubleshooting
Feedback to the team’s management on drivers of dissatisfaction, which lead to social media posts
Politely and efficiently resolve a range of complaints received via our Social Media channels for our residential and small business customers
Aid in identifying areas of improvement, cascading this to the team heads and relevant teams where necessary.
Support the Care Back Office to resolve enquiries and to provide support to the newer members of the team.
Accurately register and record complaints
Ensure all internal processes and procedures are adhered to until the complaint/contact is resolved
Work with customers to understand their complaint and ensure the right solutions and remedies are sought
Building relationships and rapport with colleagues to ensure that you are aware of facts that may trigger Social Media posts
SKILLS & EXPERIENCE
Experience in handling customer contact / complaints in the energy industry
Excellent verbal and written communication and interpersonal skills.
Customer focused approach to work, with an understanding of customer service and the impact on customers and the business.
Experience in providing excellent customer care
Ability to handle complaints with an empathetic and common-sense approach, whilst remaining objective
Ability to deal with difficult situations, work under pressure and to meet tight deadlines.
Excellent problem-solving /troubleshooting skills
A team player
Experience in successfully responding Social Media posts
Knowledge of complaint processes and procedures
Knowledge of Ofgem, Ombudsman Services: Energy and Citizen Advice Bureau regulations and guidelines
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