Senior Customer Service Advisor - Glasgow, United Kingdom - Ofgem

Ofgem

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The purpose of this role is to contribute to the management of the complaints and disputes service. The role focuses specifically on the key outputs and deliverables below.

Key Responsibilities

Triage complaints and allocate to the appropriate team. Follow internal operating procedures to ensure all complaints are responded to within required timescales.
Interacting and communicating with current and potential participants in a clear and logical manner.
Accurately log all complaints and disputes and provide data to the teams as required.
Making recommendations to the Standard Operating Procedures to ensure robust and efficient processes.
Making a case for referral to the Fraud, Compliance and Audit Teams, where necessary

Key Outputs and Deliverables

Ensure complaints and disputes are acknowledged, logged and assigned in line with agreed procedures.
Collate information to assist with the investigation of complaints and disputes.
Review and analyse information provided from applicants.
Provide support on related issues across the team on an adhoc basis.

Key Stakeholder Relationships
In relation to day-to-day delivery, and operational scheme development:

Internal - Senior Management; IT; Fraud and Development teams

External -Scheme applicants and participants, consultants and trade associations

Essential & Desirable Criteria

Essential The essential criteria for this role is:

Experience of working within a customer service environment.

(
LEAD):

Experience in working within a case management environment.
Excellent written and verbal communication skills.
Proven ability to deliver operational processes and meet Service Level Agreements and Key Performance Indicators.
Demonstrable experience of working well in a team.
IT literate including Microsoft Office (Outlook, Word and Excel).

Desirable The desirable criteria for this role is: