Permanent
Customer Services
Chippenham

Customer Service Complaint Administator

Ref: 3628| Posted: 18th Sep 20182018-09-18

Complaints Administrator

Hours: Our core hours are 8:30am-5:00pm Monday to Friday, but you may be asked to work from 8am to 8pm between Monday and Friday – 22hrs/week – min 4 days/week

Salary: £18,300

Location: Chippenham, Wiltshire 

About the Job

You’ll be joining as a permanent member of the Complaints team who are responsible for ensuring that when things don’t quite go right for the customer, we do all we can to resolve their concerns as quickly and efficiently as possible in line with company guidelines. This is achieved by delivering great customer service to ensure their problem has been understood and their concerns have been heard before working with the customer to resolve their complaint.

As the Complaints Administrator you’ll be responsible for ensuring all complaints are allocated effectively among the team from various channels to make sure they are addressed within the desired time frames and in line with industry guidelines. So that we are understanding the triggers for complaints, you will be involved with the root cause analysis reporting for the department. Your ability to interpret data effectively is essential for this role as well having a keen eye for detail. Anyone applying to this role must be able to adapt quickly to frequent changes to both workload and processes.

Key Responsibilities

  • Complete daily work allocation from various work steams including social media and online portals
  • Reporting on workloads daily
  • Complete all monthly and quarterly reporting
  • Compile data for root cause analysis
  • Collaborate with colleagues to achieve the best outcome for the customer
  • Adhere to regulatory and compliance requirements of complaint handling in the energy industry
  • Identify opportunities and make recommendations for process improvement
  • Various ad-hoc duties as appropriate

About You

  • Customer focused and committed to delivering excellent service
  • Confident and a quick learner; able to get to grips with complex processes quickly
  • Self-motivated and independent worker; able to manage own workload, and take ownership of tasks
  • Conscientious and responsible; does the right thing and follows through to completion

Customer Advisor – Complaints Administrator Role Profile

  • Team player; happy to assist wherever necessary
  • Great communicator; has the ability to build strong working relationships

Knowledge, Skills and Experience

Essential

  • Great attention to detail evidenced by consistently accurate work (with low error rates)
  • Experience of managing numerical data
  • Good time-management skills; able to manage own workload
  • Experience of working to KPIs
  • Problem solving ability
  • Good communication skills (verbal and written)
  • IT literate; competent in the use of MS Office, in particular Excel. Able to learn new software

Desirable

  • Knowledge or experience of the renewables and energy industry.
  • Experience in a reporting or analytical role.
  • Experience of working to team or individual KPIs.

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