Customer Resolution Specialist

6 months ago

Leatherhead, United Kingdom ESP Utilities Group Full time

Job Advert

**JOB DESCRIPTION**

**Details**

**Requirements**:
**Title**

Customer Resolution Specialist

**Reporting to**

Operations Support Team Leader > Head of Customer Operations > Operations Director

**Business Department**

Operations

**Location**

Office (Leatherhead)

**Role Context**

ESPUG’s drive to achieve Operational Excellence is dependent on three key areas:

- The continued relationships that we have with our customers during the build out of networks under the asset adoption process for both gas and electricity. This success is achieved, in part, through operational excellence across a number of administrative functions (Customers).
- Maintaining a strong reputation and brand, achieved through providing the best possible services to those households and businesses connected to our networks (Consumers).
- Ensuring ESPUG complies with the obligations of its Asset Management System (Asset Management).

This role will be part of a focused team that is committed to ensuring the administrative functions that support our customer/operational responsibilities are completed to the highest possible standard, in line with ESPUG’s Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) and underpinned by our Values and Behaviours:

- **_
Be Excellent:_**_ We hold ourselves and others to account; we strive for continuous improvement; we simplify the complex and deliver quality_
- **_ Be Transparent:_**_ We are open and honest; we admit and learn from our mistakes; we are approachable and accessible_
- **_ Be Ambitious:_**_ We are committed to developing our people; we push the boundaries to grow our business; we are willing to learn and adapt_
- **_ Be Respectful:_**_ We treat others with respect and professionalism; we are considerate of everyone’s workloads and priorities; we provide a safe, supportive, and inclusive workplace_
- **_ Be Collaborative:_**_ We share knowledge, are open to new ideas and welcome input from all; we work together as one team to deliver success; we have fun and enjoy what we do_

We are a business who care about the work we do, and the customers we support, and therefore we seek to find individuals with a similar approach.

**Key Accountabilities**

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.
- 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

Interaction and collaboration with all functions of ESPUG’s Operations department is a key aspect of the role, supporting the department to fulfil the needs of our customers (B2B) who build the networks we adopt and our consumers (B2C) who are end users. You will also be expected to maintain effective partnerships with other ESPUG departments and key external stakeholders.

**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
- ** 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).
- ** Accountabili

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