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B2B Complaints

2 months ago

Stroud, United Kingdom Ecotricity Full time

About The Role


As an Ombudsman Complaint Handler, you will play a key role in the delivery of Service Excellence to our customers. This will be achieved through managing the resolution of Ombudsman complaints, which may involve complex solutions through liaising with several parties.


This is a role for someone who is articulate and efficient, with excellent communication and analytical skills.


Core Responsibilities


  • Take ownership and responsibility of managing and resolving all types of complaints, including new in, escalations and Ombudsman. Turning those challenging situations into positive ones.
  • Ensure all complaints are handled to the highest possible standard of customer care and within agreed SLAs and along with industry SLAs, ensuring that the customer is informed of progress.
  • Fully investigate and create case files on Ombudsman complaints for submission, that gathers data and information from multiple sources and submitting the final case files through the Ombudsman Services portal within agreed SLAs and in line with regulation.
  • Work with the key stakeholders to offer appropriate remedies that prevent further escalations.
  • Complete a full account health check in order to prevent future contact or a further complaint.
  • Keep compliance at the forefront of your mind and ensuring that everything you do is in accordance with regulatory guidelines.
  • Identify and report trends back to various areas of the business and key stakeholders.
  • Be fully cross trained in all other B2B Complaint work and to assist in resolving and preventing complaints from escalating to the Ombudsman stage.
  • Develop and maintain relationships with key stakeholders and our regulatory bodies.



About You


  • Enthusiastic and proactive, and comfortable in resolving all complaint types.
  • Curious and enjoy problem solving using proven methodologies and learning new ways to identify and manage improvements.
  • Ability to manage workload independently, whilst being supported by the B2B CX Manager.
  • Ability to communicate with customers via different mediums including phone and written communication.
  • Ability to collaborate with other individuals across the business to resolve the complaint in an efficient and timely manner.
  • Good knowledge of business processes and systems.
  • Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
  • Passionate about what they do and about making a difference.
  • Exceptional attention to detail and diligent with the way you work.
  • Able to multitask and work at pace while not compromising the quality of output.
  • The ability to digest complex information and processes and come up with a resolution in a timely manner.


Preferred but not essential


  • Experience of working in a B2B or complaints team environment.
  • Experience in working with Ombudsman Complaints.
  • Energy industry experience



About Us


What's in it for you...


Healthcare plan, life assurance and generous pension contribution

Volunteering day

Hybrid working

Various company discounts (including shops, gym, days out and events)

Holiday of 25 days (plus bank holidays) & ability to buy/sell days

Cycle to work scheme, car pooling and onsite parking available


As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025


Flexibility statement


The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.


Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.


We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.


We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.


Ecotricity is an equal opportunities employer and is committed to providing equality for all