Summary:
An Independent B2B energy supplier is looking for an Escalations and Complaints Executive to join their team. In this role you will be providing a timely resolution to customers whilst also protecting the client’s excellent reputation as an Energy Supplier. The ideal candidate must be an experienced Customer Complaints handler, be passionate about delivering excellent customer service, as well as having the ability to influence people and situations to achieve the desired result. Industry experience would also be desirable. So, if this sounds like the role for you, apply today! ÂKey responsibilities:
- Be the first point of contact for all customer escalations and complaints
- Collaborate with teams to investigate issues and recommend appropriate resolutions
- Provide clients with regular updates regarding the progress of their complaint
- Raise awareness across the business about how to identify a customer complaint
- Liaise with third-parties and service providers, both verbally and in writing
- Liaise with our legal team, both verbally and in writing
- Maintain comprehensive and accurate notes to log key information relevant to the case
- Report on complaint figures, identify trends and seek opportunities to improve service
- Own and regularly review documents relevant to the complaints processes
Skills and experience required:Â
- Excellent verbal and written communication skills
- Excellent attention to detail and strong organisational skills
- Able to multitask and prioritise and comfortable working under pressure
- Empathetic tone when communicating with customers
- Hardworking, determined, and resilient
- Formal writing experience – desirable
- Flexitime
- Free parking
- Paid social events
- Mental health support
