Complaint Handler - Utilities

Your tasks

What will the role involve?

• Proactively managing a personal caseload to ensure each individual case is completed in a timely and accurate manner, in line with agreed service level agreements.

• Resolving complex cases at the earliest opportunity, in line with industry rules, regulations and principles, managing the expectations of each individual complainant throughout.
• Makes recommendations regarding case resolutions.
• Develops effective working relationships with companies, colleagues and other stakeholders as required.
• Maintains high quality customer service, using appropriate communication methods dealing with internal and external customers within required timescales.

Requirements

We are looking for experienced Complaint Handlers working in the Utilities sector.

High quality customer service orientated person to facilitate resolutions to complex Utilities customer complaints - domestic and commercial. The job requires an analytical person with strong written and telephone skills. At least of one year’s work experience required in a customer facing role ideally within a regulated industry.

What are we looking for?

• Demonstrable experience in a similar environment involving the handling of complex calls, cases and information.
• The ability to pro-actively manage personal caseload; routinely monitoring and prioritising work; taking action to ensure delivery of goals in a target driven environment, whilst effectively managing customer expectations.
• Demonstrable analytical and investigative skills, with a keen eye for detail and the ability to confidently review large amounts of data and information from a variety of sources.
• Exceptional written communication skills with the ability to compile comprehensive investigation plans, written reports to an extremely high standard.
• Exceptional verbal communication skills, with the ability to effectively build rapport with all consumers whilst remaining professional and impartial at all times.

• Experience of Utilities is highly beneficial but not essential, as IO will be trained in this
• A number of years complaint handling experience is required.
• Excellent organisational skills with the ability to work to challenging deadlines in a fast-paced environment.
• Experience/confidence in mediation, negotiation and objection handling is desirable as this is a key aspect of the role

What we offer

• Initial 5-month contract
• Paid per case
• Work from Home
• 16th November Start
• Utilities Complaints Experience is a Necessity