Complaints Advisor

Birmingham Commercial
15 Sep 2017
13 Oct 2017
Contract Type
Full Time
A fantastic opportunity is available for a Complaints Specialist to join a well established Energy provider in Birmingham City Centre.

The role of the Complaints Specialist is to provide an excellent service to both our new and existing customers, across a range of communication channels, including both email and telephony., You will be the welcoming voice our customers hear when something hasn't gone to plan. Having a real passion for providing a fantastic customer service is a key component of the role
-Using your system and industry knowledge, you will actively investigate customer complaints in a timely and effective manner
-Provide suitable resolutions to customer complaints, whilst negotiating on good will gestures
-Providing detailed Management information on the status of complaints you are accountable for.
-Achieve complaint resolution targets whilst maintaining a quality approach to all written and verbal communication with the customer.
-Maintain excellent working relationships with third parties, by providing suitable and timely responses to all complaints
-Accurately record information to meet DPA requirements
-To develop and maintain a good understanding of our internal systems and processes, to ensure an excellent customer experience
-To enhance the customer experience by exceeding their expectations and delivering solutions in a customer focused and timely manner.
-To monitor, action and escalate any issues as appropriate and ensure customers are kept informed of the status of their enquiry.
-To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills

To be considered for this role you must have worked in a contact centre previously in a case management role
-Experience of working in a Utility company is desirable.
-Experience within a Contact Centre environment is a necessity with experience of inbound and outbound call handing, including working to targets.
-Case Management experience is essential
The ability to deal with irate customer's with complex queries.
-Handling resolution of complaints desirable.
-Computer literate, particularly in MS Office and/or service request software
-Strong communication skills, written and verbal.
-Ability to listen attentively, identifying important information and capturing data accurately.
-Problem solving and flexibility

The company are offering a salary of £18,000 plus bonus with hours between 8am and 8pm and 1 in every 3 saturdays 9am till 5pm, fantastic team environment and benefits

Please click below to apply

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