- Investigate complaints appropriately to deliver the right outcome
- Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media
- Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems
- Coaching & developing the wider team on effective complaint handling
- Understanding of external regulations for gas, electricity, water and how these affect how ESPUG handle complaints
- Pro-actively managing complaints received via ESPUG's social media platforms
- Creating effective Complaints Reporting (volumes, classifications, resolution times, linked compensation payments etc)
- Designing and delivering robust Complaint Handling training
- Holidays: 24 days, going up to 25 after 3 years and up to 26 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
- Bonus
- Enhance Pension
- Private Medical Insurance
- Life insurance
- Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
- Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
- Volunteering day: one day a year fully paid.
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Description
Job Description
Customer Resolution Specialist
Working as part of ESPUG's Customer Operations Team to ensure we offer all our customers and consumers the best possible service, even when things go wrong. Ensuring that ESPUG do not breach any external regulations that lead to compensation payments and reputational damage for our organisation.
You will embed empathy into our complaints process and deal with escalations in a calm & respectful way. You will coach the wider Operations Team on how to deal with complaints effectively; helping individuals to grow and to be able to deal with in a timely, professional and respectful manner.
Key Responsibilities include:
Interaction and collaboration with all functions of ESPUG's Operations department is a key aspect of the role, supporting the department to fulfil the needs of our customers (B2B) who build the networks we adopt and our consumers (B2C) who are end users. You will also be expected to maintain effective partnerships with other ESPUG departments and key external stakeholders.
Benefits include:
