Complaints Handler

Customer Resolution Specialist

The Customer Resolution Specialist role is working as part of ESPUG’s Customer Operations Team to ensure we offer all our customers and consumers the best possible service, even when things go wrong. Ensuring that ESPUG do not breach any external regulations that lead to compensation payments and reputational damage for our organisation.

You will embed empathy into our complaints process and deal with escalations in a calm & respectful way. You will coach the wider Operations Team on how to deal with complaints effectively; helping individuals to grow and to be able to deal with in a timely, professional and respectful manner.

Key Accountabilities

• Investigating complaints appropriately to deliver the right outcome
• Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media
• Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems
• Coaching & developing the wider team on effective complaint handling
• Understanding of external regulations for gas, electricity, water and how these affect how ESPUG handle complaints
• Pro-actively managing complaints received via ESPUG’s social media platforms
• Creating effective Complaints Reporting (volumes, classifications, resolution times, linked compensation payments etc)
• Designing and delivering robust Complaint Handling training

Responsibilities

• Dealing with customer complaints through investigating the root causes of customer dissatisfaction and resolving complaints in line with procedures and regulatory requirements.
• Delivering Complaints Reporting & Analysis to support with identifying themes and trends, suggesting process changes to enhance the customer and consumer experience
• Demonstrating and developing a sound knowledge of external regulations that ESPUG must adhere to when managing complaints
• Building Strong Relationships through effective communication with ESP’s customers, consumers and internal stakeholders across all correspondence via email, telephone and meetings (virtual or otherwise). Striving towards ESP’s strategic goals and the ability to go the extra mile to ensure a customer’s needs are met and exceeded.
• Contributing Performance Data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offer feedback on what needs to be done to maintain or improve performance as needed.
• Demonstrating Ownership of Core Processes that are relevant to your role; promptly communicate any training needs, identify areas for improvement and support the maintenance of process documentation (standard operating procedures etc).
• Accountability for Personal Development by collaborating with manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
• Designing and delivering robust Complaint Handling framework & training

Benefits include:

• Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
• Bonus
• Enhance Pension
• Private Medical Insurance
• Life insurance
• Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
• Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
• Volunteering day: one day a year fully paid.