Citizen Advice Resolution Adviser - 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 cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within the agreed SLAs
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
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
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 maneuver 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 callbacks 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 customerrelated information systems
Participate in training as requested
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
Comply with all company policies and procedures associated with the role

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
Selfmotivated 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

Job Types:
Full-time, Permanent

Schedule: