We are looking for experienced Complaint Handlers working in the Utilities sector.

• Initial 5-month contract
• Paid per case
• Work from Home
• 16th November Start
• Utilities Complaints Experience is a Necessity

High quality customer service orientated person to facilitate resolutions to complex Utilities customer complaints - domestic and commercial. The job requires an analytical person with strong written and telephone skills. At least of one year’s work experience required in a customer facing role ideally within a regulated industry.

Job Specification

What will the role involve?

• Proactively managing a personal caseload to ensure each individual case is completed in a timely and accurate manner, in line with agreed service level agreements.

• Resolving complex cases at the earliest opportunity, in line with industry rules, regulations and principles, managing the expectations of each individual complainant throughout.
• Makes recommendations regarding case resolutions.
• Develops effective working relationships with companies, colleagues and other stakeholders as required.
• Maintains high quality customer service, using appropriate communication methods dealing with internal and external customers within required timescales.

What are we looking for?

• Demonstrable experience in a similar environment involving the handling of complex calls, cases and information.
• The ability to pro-actively manage personal caseload; routinely monitoring and prioritising work; taking action to ensure delivery of goals in a target driven environment, whilst effectively managing customer expectations.
• Demonstrable analytical and investigative skills, with a keen eye for detail and the ability to confidently review large amounts of data and information from a variety of sources.
• Exceptional written communication skills with the ability to compile comprehensive investigation plans, written reports to an extremely high standard.
• Exceptional verbal communication skills, with the ability to effectively build rapport with all consumers whilst remaining professional and impartial at all times.

• Experience of Utilities is highly beneficial but not essential, as IO will be trained in this
• A number of years complaint handling experience is required.
• Excellent organisational skills with the ability to work to challenging deadlines in a fast-paced environment.
• Experience/confidence in mediation, negotiation and objection handling is desirable as this is a key aspect of the role