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HomeHero
,
London, Greater London
Complaints and Resolutions Executive
Overview
Job Description
This role offers an excellent opportunity to work in an exciting and growing start up company whose aim is to make a difference by elevating the hassle from household management. At present we offer Energy supply, broadband and assistance with managing Water and Council Tax administration. One of the services we provide is the supply of energy to our customers homes. At Homeshift we take pride in looking forward and we continually work together to improve our services. We work collectively as a team and our company Values. Whilst we always aim to get things right, your role will be integral in helping to resolve any disputes our customers may have. This includes playing a vital role in providing efficient resolutions to customer complaints and concerns. Assist in driving up our standards by providing our customers with outstanding customer service and treating our customers fairly. Your role will include investigating complaints that Homeshift receives, by reviewing complaints, liaising with colleagues to understand what has happened to achieve a successful resolution for both the customer and Homeshift. You will be responsible for managing complaints that have been escalated to the Ombudsman, by preparing case files and resolutions. Including assisting on any complaints that have been escalated from the Extra Help Unit and Citizen Advice. Delivering a high level of customer service to our customers is integral, taking pride in the service you provide and wanting to help our customers should be second nature to you. You are a driven and engaged team player, who is eager to learn and is motivated by challenges. Ideally, you will have experience and good knowledge in complaint handling processes in the energy sector, including managing and responding to complaints received via an alternative dispute resolution. You take pride in making a difference to both our customers and the Homeshift. You will be a driven and engaged individual, who is motivated by challenges and is eager to learn and to broaden their knowledge. We are happy to consider candidates for remote working, who have the ability to travel to London when required. Requirements Ideal candidates will have: * Knowledge and understanding handling complaints in a regulated environment * A background / experience in the energy industry * Experience in handling and responding to Ombudsman cases * Excellent verbal, written communication and interpersonal skills Key Responsibilities * Deliver a high level of customer service throughout the complaints process. * Resolve a range of complaints from customers in a timely and professional manner and ensuring that regulations are respected and adhered to * Aim to resolve complaints first-time, to our customers satisfaction and in-line with our own service levels * Identify areas of improvement, and sharing this information to colleagues help improve our services. * Ensure complaints are recorded correctly and all internal processes adhered whilst handling the complaint. * Handling and responding to complaints via a variety of channels - email, live chat, phone or letter. * Taking responsibility and ownership of complaints received including keeping customers up-to-date with progress through the process. * Working with customers to understand their complaint and to ensure that we achieve the right resolutions and remedy for the customer Skills & Experience * Excellent verbal, written communication and interpersonal skills. * Customer focused approach to work. * Experience in providing excellent customer service * Experience in handling customer complaints in the energy industry * Experience in handling complaints with an empathetic approach. * Experience in handling and responding to Ombudsman cases * Knowledge of alternative dispute resolution processes, and regulatory complaint processes and procedures * Knowledge of Ofgem, Ombudsman Services: Energy and Citizen Advice Bureau regulations and guidelines * Ability to deal with difficult and complex complaints, and to meet tight deadlines. * Excellent problem-solving /troubleshooting skills * A team player Benefits What we Offer: * Competitive pay * A great working environment where you can make a real impact * Gym membership * Monthly team outings * Team breakfast * Weekly social tabs * Paid training or development which benefits your role If youre interested in this exciting opportunity and you have relevant skills and experience, please apply with an up to date CV today.