Executive Complaints Handler - Milton Keynes, United Kingdom - bp pulse

bp pulse

Verified Company

Milton Keynes, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company Description

bp pulse has established itself as the market leader in electric vehicle charging, providing solutions for EV drivers to charge at home, at work and on the road.

On our mission to make charging fast and hassle-free, our charging points have been used over30 million times to enable around 200 million miles of zero tailpipe emission driving.

We work with the world's leading vehicle manufacturers to support their customers, as well as some of the UK's biggest fleets, leasing companies and local authorities.

Weare the UK's only fully integrated, end-to-end manufacturer and operator of charging infrastructure, and our nationwide Polar network of public charge points is recognised for its quality and reliability.

Working alongside our Customer Operations Team, you will be responsible for investigating, resolving and reporting on escalated customer complaints from across the business.

You will also be a role model for the colleagues on the team by engaging directlywith customers and demonstrating excellent customer service, impartial investigation skills and prompt action for our customers.

You will be dealing with senior stakeholders from across the business reviewing the overall customer experience and providing feedback,identifying trends for analysis.

Responsibilities

Day to day management of incoming complaints, prioritization and effectively investigating in line with company policy, terms and conditions and within the required SLA.
Engage with key stakeholders as part of your investigation, providing feedback for continuous improvement.
Ensure that all complaints are handled with the highest possible standard of customer care
Working strategies and campaigns to improve customer experience and EV knowledge
Working closely with the service excellence teams to ensure quality is maintained
Identifying challenges and suggests solutions for the improvement of the operation and client/customer interactions
Support the customer advocacy team for any initial escalations, queries, legal or press complaints that will require a comprehensive response to be provided.

Qualifications

Essential Experience

Previous Complaints handling experience
Previous customer service/customer operations experience.

Role Requirements / Skill set

Excellent time keeping
Ability to work under pressure and towards strict targets and deadlines
Customer Focused
Assertive
Selfmotivated and organized
Excellent interpersonal and communication skills
Attention to detail
Proficient in Microsoft Word, Excel and PowerPoint
Adapts effectively to changing circumstances
Identifies problems/opportunities in the making
Analysis and Reporting
Results Driven with a commitment to quality

Additional Information
With a competitive salary depending on experience, when you join bp Pulse you'll also enjoy benefits like 25 days' holiday, two wellness days, EAP including We Care (24/7 online GP), company sick pay, life assurance and much more

As an equal opportunity employer, we celebrate diversity and care about people.

We would hope you will be like minded with a positive personality, energetic working style and for this role exceptional communicator who can work well within a multidisciplinaryteam.

You are a vital part of the electric future, start charging up your new career today