Our client, a fast growing energy supplier, is looking for a Complaints Manager to join their team. In this role, you will lead the complaints department, ensuring exceptional customer service and efficient resolution of all complaints and inquiries through a customer-focused approach. To excel in this position, you must have a background in the energy supply sector, along with experience in managing complaints escalated to the Ombudsman and ensuring compliance with OFGEM and RECCo regulations. If you have at least five years of customer service experience and two years in complaints management within energy supply, this opportunity is for you! Apply now!
Key responsibilities:
- Ensure timely responses to customers within SLAs and agreed timeframes
- Ensure compliance with OFGEM and RECCo regulations
- Handle complex complaints and escalations, providing guidance and support
- Manage complaints referred to the Ombudsman, EHU, and Citizens Advice
- Oversee referrals to the Energy Ombudsman, following signposting and deadlock procedures
- Respond to Ombudsman complaints and implement resolutions
- Prioritise resolution of CEO, Exco, and Board-level complaints
- Chair bi-weekly Complaints meetings with senior stakeholders
- Turn complaints into chances to rebuild customer trust and enhance service
- Foster a culture that views complaints as opportunities for learning and improvement
- 5 years of customer service experience with an energy supplier
- 2 years of complaints management experience with an energy supplier
- Experience in engaging with OFGEM, RECCo and the Ombudsman
- Strong commercial and analytical skills to assess data and enhance the complaints process
- Strong communicator with experience collaborating across various stakeholders.
- Proven ability to perform effectively under pressure
- Detail-oriented problem solver with a high level of accuracy
- Self-motivated with a proactive, results-driven mindset
