Energy Specialist - Leicester, United Kingdom - Bastian PLC

Description

About Outfox the Market:

Outfox The Market is a midlands-based family run business created in 2017 with over 100,000 customers in the UK.

We are a trusted energy supplier providing electricity and natural gas to homes in the UK and we have helped customers make savings by offering fair value for their energy and helping them to reduce their carbon footprint.

Outfox the Market has been rated 4.5 out of 5 based on 35,394 reviews. In December 2020, we were placed in Citizens Advices top 3 energy suppliers.

Simply Switch said the following about us:

• The best energy supplier for 2021 as rated by customers is Outfox the Market. The small energy supplier, one of the cheapest on the market, received five stars for both bill accuracy and value for money. It was the only supplier to receive five stars in two categories"._

Our customers are our priority, and it all starts with our staff. We value customer-centricity, integrity, and innovation.

We are a team that is excited to be building a brand and delivering innovative solutions and creating value for our customers.

We are invested in our people.


Summary:

Our customer centric nature drives us to treat each customer as if they are the only customer we have. Each day presents new opportunities for our customers to express themselves and share their needs with us.

The trust is placed in your hands to understand our customers circumstances and driving fair outcomes leaving a memorable experience.

To be successful in this role, youll need to genuinely care about helping others and have great conflict resolution skills.

Youll need a proactive nature to think outside the box and find the right outcome for your customer, liaising with other departments to ensure a fair resolution is reached within a timely manner.

Youll need a team-oriented attitude, working with a close-knit team to achieve customer satisfaction every time by submitting feedback on improvement opportunities.

Key responsibilities:

• As an Energy Specialist
• Complaints Handler, you will play a key role in representing OTM and delivering a fair and consistent service to our customers.
• Ensure that complaints are managed to the highest possible standard, in accordance with internal and external requirements and within the agreed SLAs, ensuring that the customer is informed of all progressive activities.
• Reaching fair and appropriate compromise to prevent regulatory escalations.
• Fully investigate the complaint and for you to personally resolve the issue, working closely with other teams and sharing appropriate feedback for training requirements or business improvements.
• You will be engaging with customers, showing empathy, building rapport, remaining professional, honest, and transparent when providing resolutions to complaints, which may involve intense investigations, complex solutions through liaising with internal teams, alongside external companies such as the Citizens Advice Bureau, Advice Direct Scotland, the Extra Help Unit and the Energy Ombudsman.
• Taking full ownership and responsibility of managing and providing end to end resolutions for all complaint types.
• Taking challenging situations and converting these into positive and fair outcomes.
• Youll be one step ahead by future proofing and completing full account health checks to prevent future contact or repeat/further complaints.
• Ensure compliance is always at the forefront of your mind and everything you do is in accordance with regulatory guidelines and company policies.
• You will be required to support financially vulnerable customers with conversations around their ability to pay.
• Maintain accurate and comprehensive records of complaints, actions taken, and resolutions achieved.
• Stay informed about changes in regulations and best practice affecting complaints handling processes or customer service.
• Be fully cross trained in all areas of customer service tasks to ensure first time resolutions are achieved and complex cases are supported with future dated resolutions where required.
• To be flexible in managing customer contact from customer service through to complaints should complaint numbers decrease, and the resources are required in other areas of the business.

Skills and experience required:

• Experience of working in a busy customer service centre and complaints team (essential).
• Energy industry experience with knowledge of regulation and best practice (essential).
• Experience working with external bodies such as the Citizens Advice Bureau, Advice Direct Scotland and the Extra Help Unit (desirable).
• Experience in supporting Energy Ombudsman complaints, at FCR, case file and remedy implementation stages (desirable).
• Someone who articulates well, is efficient and persuasive when required.
• Has excellent written and verbal communication and analytical skills, and the ability to use all methods of communication when supporting customers.
• Enthusiastic, proactive, and comfortable with c