Complaints Handler - Fleetwood, United Kingdom - BES Utilities

BES Utilities

Verified Company

Fleetwood, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We have an exciting role for a driven Customer Complaint Handler to join our established and growing operation here at BES Utilities in Fleetwood, Blackpool.

Your role will be to deliver exceptional customer service when dealing with escalated complaints. Using your exceptional communication skills, you will build relationships with our customers and external partners to deliver on commitments, expectations, and regulatory deadlines

Inter-departmental relationships are key to this role and you will liaise with other teams as you work towards business objectives and driving the business forward.

No two days are the same in this fast paced but enjoyable work environment

Roles and Responsibilities (but not limited to):

Deal with Customer Complaints and communicate effectively across multiple inbound and outbound channels
Work to key SLAs both internally and with external partners such as the Ombudsman, EHU and Citizens advice to ensure our customers interactions and processes exceed standards.
Use detailed knowledge and investigative skills to fully resolve complaints holistically across a customer's account
Future proof the customer experience by educating customers and updating all relevant records
To ensure compliance and delivery of all SLA's / Performance Standards, addressing issues and escalating where necessary
Working closely with departments across the business and external BPO partners
Follow through on customer promises
Identify trends and solutions to wider customer impacting scenarios and work with the Vendor Quality Assurance team to provide workable solutions
Work within clear guidelines set by the business and authorisation levels

Key Result Areas: