Complaints Officer - Energy Sector

Complaints Officer - Energy Sector

Tyne & Wear

£25,000 - £30,000 pa

Please only apply if you have Energy Sector and Complaints handling experience, these two things are essential to be shortlisted, thank you.

Prosper Recruitment are collaborating with a leading energy provider in the UK, in their search for a Complaints Officer. This role requires a proactive and driven individual with excellent communication skills and a strong ability to negotiate.

Key Activities:

Responsible for managing all customers ensuring they are addressed promptly and proactively in accordance with procedures whilst maintaining a customer focussed approach
Successfully negotiate with customers who express dissatisfaction to resolve issues and de-escalate situations
Responsible for complaints analysis and MI to identify root cause and trends to introduce preventative measures for continuous improvement
Maintaining and updating all caseloads via the internal CRM system with regular updates of status
The ability to negotiate with customers who express dissatisfaction to resolve issues
Liaise with customers and suppliers, developing relationships, providing guidance and advice and ensuring all the customer's needs are met and exceeded
Working alongside internal departments within the business including Objections, Sales Operations, Compliance and Legal
Working with the Broker ADR Scheme, managing deadlines, updating portal and building strong and effective relationships

Essential:

A minimum of 4 years customer experience and a proven track record of successful complaint handling
Excellent communication skills both written and verbal
Well organised and self-motivated
Computer literate
Ability to act on own initiative and prioritise own workload as well as working in a team
Flexibility to suit need of the business
Excellent accuracy skills and attention to detail
Ability to work to tight deadlines in a fast paced environment
Confidence, drive and enthusiasm

Desirable:

Experience of working in the energy sector
Regulatory experience preferably with the Broker ADR Scheme

Benefits to You:

Learning & Development
Progression Routes
Industry leading salary package plus bonuses
December off, fully paid
Car Scheme
Private Healthcare
32 Days Annual Leave
Term of Service Annual Leave

INDAF