Business Quality and Complaints Adviser
7 days ago
Utilities Migration Expert
As a Utilities Migration Expert, you will be responsible for providing advice and guidance to resolve complex utilities customer account queries across our utilities customer base. You will support with the migration of our utilities customers to our partner and help set up new ways of working. This will include guiding our customers on a range of issues with customer resolution at the forefront, covering multiple scenarios including billing, onboarding and offboarding, Change of Tenancy, meter reads, settlement and usage disputes.
Carry out complex account reviews to identify the root cause of how the customer issue started and how to resolve it.
Act as an escalation point to resolve utilities customer complaints, reaching a fair and amicable resolution that balances customer expectations against commercial interests.
Liaise with customers and 3rd parties by phone, email, letter and SMS, aiming to resolve issues quickly and efficiently.
Guide and educate our customers in financial difficulty, sign posting them to the correct support to resolve the debt situation, agreeing a payment or payment plan and re-setting direct debits to avoid future debts.
Complete all reports, system and CRM updates in a timely and accurate manner, exceeding expectations in quality.
Perform all activity within regulatory standards, GDPR and company processes, policies and procedures.
Achieve all monthly productivity and performance targets in a consistent manner.
Operate within our quality guidelines, behaviours, and values at all times.
Known for being straightforward and united by our colleagues within Clear Business.
An in-depth understanding of B2B customer care processes and the regulatory requirements impacting B2B organisations.
Previous experience in a Utilities or Change of Tenancy role, preferred
An in-depth understanding of B2B customer care processes including Change of tenancy and cash collection processes.
An in-depth understanding of the effective use of Customer CRM, and/or Lead Management systems.
Across Clear Business, were passionate about creating an inclusive team and celebrating our diversity.
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