Permanent
Customer Services
Gloucestershire

Complaints Advisor

Ref: 3788| Posted: 17th May 2019

 

Complaints Advisor

Salary: £19,500

Job Title – Complaints Advisor

Job Type – 12- month fixed term – maternity cover

Full time (37.5 hours per week)

Location: Chippenham 

Working Days/HoursMonday – Friday 8:30am – 5pm. 37.5 hours (1hr unpaid for lunch)

Complaints Advisor

Accountabilities:

  • Investigate and manage customer account issues & complaints to ensure service excellence; interacting with all other operational teams and customers as appropriate to ensure a quick, accurate resolution.
  • Ensure all issues are resolved to the customer’s satisfaction.
  • Maintain clear and timely communication with the customer to manage their expectations and keep them updated on the status of the issue.
  • Escalate issues through agreed channels, where there is a negative customer experience.
  • Keep clear customer records to ensure a clear audit trail.
  • Adhere to all industry specific regulations & follow all internal and external processes accurately and consistently.
  • Drive continual improvement through the provision of feedback.
  • Highlight trends in service or delivery that impact the customer experience
  • Meet all department level KPI’s/targets.

About you:

  • Passionate for excellent service and putting the customer at the heart of what you do
  • Conscientious with a ‘can do’ attitude
  • Excellent attention to detail
  • Able to effectively manage own workload
  • Excellent analytical and problem solving skills
  • Self-motivated and a team player
  • Responsive to feedback with a drive to continually improve.
  • Ability to put yourself in the customers’ shoes
  • Ability to build strong relationships with customers
  • Excellent communication and interpersonal skills

Knowledge, Skills and Experience:

Essential:

  • be proficient in Microsoft Office, particularly Excel.
  • have proven experience of delivering great customer service, both verbal & written in a challenging environment.
  • have great organisational skills and be used to managing multiple tasks simultaneously.
  • have experience of prioritising and being flexible depending on business/customer needs.
  • have a minimum 12 months experience of handling escalated queries and ensuring swift resolution.

Desirable:

  • have knowledge or experience of renewables, energy and microgeneration.
  • have an awareness and understanding of environmental issues.
  • have knowledge or experience of the electricity and gas industries

Closing date: 30th January 2019

The C&D Group are acting as an employment agency in regards to this role –