Complaints Handler

We have an exciting role for a driven Customer Complaint Handler to join our established and growing operation here at BES Utilities in Fleetwood, Blackpool.

Your role will be to deliver exceptional customer service when dealing with escalated complaints. Using your exceptional communication skills, you will build relationships with our customers and external partners to deliver on commitments, expectations, and regulatory deadlines

Inter-departmental relationships are key to this role and you will liaise with other teams as you work towards business objectives and driving the business forward.

**No two days are the same in this fast paced but enjoyable work environment**

**Roles and Responsibilities (but not limited to)**:

- Deal with Customer Complaints and communicate effectively across multiple inbound and outbound channels
- Work to key SLAs both internally and with external partners such as the Ombudsman, EHU and Citizens advice to ensure our customers interactions and processes exceed standards.
- Use detailed knowledge and investigative skills to fully resolve complaints holistically across a customer’s account
- Future proof the customer experience by educating customers and updating all relevant records
- To ensure compliance and delivery of all SLA’s / Performance Standards, addressing issues and escalating where necessary
- Working closely with departments across the business and external BPO partners
- Follow through on customer promises
- Identify trends and solutions to wider customer impacting scenarios and work with the Vendor Quality Assurance team to provide workable solutions
- Work within clear guidelines set by the business and authorisation levels

**Key Result Areas**:

- Closure rate of >4 complaints a day
- Quality assurance score of >90%
- Adherence to GDPR requirements

**Experience Required**:

- Proven numerical and analytical skills to a high standard
- Strong administration skills
- Microsoft Office
- A high level of confidentiality
- Strong communication skills, both written and verbal
- Flexibility and willingness to learn
- Enjoy working with people
- Ability to work as part of a team
- Ability to work accurately, with attention to detail

**Benefits**:

- Working hours - Monday to Friday
- Employee Assistance Programme (EAP)
- Access to Employee Health Scheme
- Career development
- Long Service Awards
- Employee Recognition Incentives
- Company events
- Career progression / promoting within
- Free tea & coffee
- Local discounts / benefits

If you would love to join us as our new Customer Complaint Handler, we encourage you to find out more.

**Be part of our future**

**Job Types**: Full-time, Permanent

Pay: £19,000.00-£21,000.00 per year

**Benefits**:

- Additional leave
- Canteen
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Referral programme

Schedule:

- Monday to Friday
- No weekends

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person