Ombudsman Advisor - Coventry, United Kingdom - Shell Energy

Shell Energy

Verified Company

Coventry, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our Journey:

At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.

It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards.

Going above and beyond for our customers is what we're all about.

We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there?

Who you'll work with:

We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before.

We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through.

Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team.

Your part in our journey:

As an Ombudsman Resolution Advisor you will be responsible for the administration and resolution of all escalated customer complaints.

You will be required to use your initiative, problem solving and analytical skills to resolve them as quickly and efficiently as possible, to the highest possible standard.

You will be required to liaise with the energy ombudsman to bring a customer's complaint to a resolution.

Your part in the team:

Take ownership of individual Ombudsman and third party cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within tight SLAs to avoid cost

Ensure the complaints are handled to the highest possible standard of customer care and within the agreed SLAs to ensure we maintain a Green status and an brand ambassador

Coordinate internal stakeholders to ensure a swift and complete resolution to issues and where necessary escalate to the appropriate channels when this is not forthcoming

An expert research case history, seeking specific information in order to resolve cases/complaints

Ensure we are able to investigate and evidence previous complaints to provide to the Ombudsman services to Facilitate a Complaint Resolution

Ensure that we resolve the ombudsman complaint in a timely manner to avoid a charge against Shell Energy

Able to adapt to several tones of voice and manoeuvre between informal and formal, competently dependent on complaint type.

Responsible for ensuring multiple complaint types are acknowledged and resolved within a timely and professional manner, specific to their type.

Handle customer escalations; ensuring call-backs are completed on day or by the end of the next business day without fail

Handle inbound calls and make outbound calls to customers as and when required

Handle any challenging calls and situations in a calm and professional manner

Mandated to approve appropriate redress and compensation to customers

Identify any areas of improvement to continue to enhance the customer experience

Operate and maintain customer-related information systems and update correct information

Participate in root cause and identify key drivers and report to the business

Ensure all record keeping of complaints is accurate and up to date at all times

Ensure a high level of quality for all customer cases and pass compliance

Comply with all company policies and procedures associated with the role

Coordinate external stakeholders such as the ombudsman themselves to ensure a swift and complete resolution to issues and where necessary escalate to the appropriate channels when this is not forthcoming

Clear understanding of complaints handling to ensure compliance with Supplier Licence Agreement

Where appropriate issue a deadlock letter if the complaint cannot be resolved within 8 weeks or if the complaint has exhausted our internal complaints process

Proactively involved in suggesting and identifying process improvements

What you'll need to help you make the best of the role:
Be familiar with energy utilities having worked in a similar regulated environment

Understand the ombudsman process from start to finish

Show the ability to demonstrate high level complaint handling

Strong customer service, negotiation and resolution skills

Demonstrates good organisation and time management skills

Self-motivated and can work unsupervised

Desire to take ownership of issues and 'go the extra mile'

To be proficient in letter writing and call handling

Demonstrate resilience and tenacity

Grade:
P (Non-technical)

Contact:
Lilly Jewell