Customer Services

Complaints Advisor

Ref: 3627| Posted: 15th Oct 2018

This vacancy is now closed

     Complaints Advisor 


Positions: 2 x Permanent and 1 X 12-month Fixed term contract

Hours: Full time. 37.5 hours a week. Our core hours are 8:30am-5:30pm Monday to Friday, but you may be asked to work from 8am to 8pm between Monday and Saturday

Salary: Up to £19,500

Location: Chippenham, Wiltshire

About the Job

As a Complaints Advisor, you have an exciting opportunity to be part of the award winning Customer Service Department. Reporting into the Complaints Manager, you will be responsible for delighting our customers by ensuring swift, mutually agreeable resolution to all complaints.

The Complaints Team is responsible for the resolution of complaints as well as; offering technical support, service excellence both internally and externally, a desire to drive service improvements and focus efforts to reduce repeat complaints. A key aspect of your role is to undertake root cause analysis of the complaints you are dealing with, identifying opportunities to reduce costs whilst improving our customer experience and feeding back on issues to stop them from reoccurring.

Key Responsibilities

  • 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.
  • Any other reasonable duties as required.

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


  • Proficient in Microsoft Office, particularly Excel.
  • Experience of delivering great customer service – both verbal & written.
  • Great organisational skills, used to managing multiple tasks
  • Experience of prioritising and being flexible depending on business/customer needs.
  • Minimum 12 months experience of handling escalated queries and ensuring swift resolution
  • Proven experience of delivering excellent customer service in a challenging environment
  • Knowledge or experience of the electricity and gas industries


  • Knowledge or experience of renewables, energy and microgeneration
  • An awareness and understanding of environmental issues.

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