Customer Resolutions Advisor

2 days ago

Milton Keynes, United Kingdom Shell Energy Full time

**Our journey**:
At Shell Energy, we believe that home energy matters. It’s more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.

It’s the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we’re all about.

We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don’t you help us get there?

**Job Title**: Customer Resolution Specialist

**Team**: Customer Experience

**Hours**: Full time Mon - Fri 8am - 7pm (rotating shifts)

**Location**: Milton Keynes

**Your part in our journey**:
As a Customer Resolution Adviser within a Hub you will be responsible for the administration and resolution of all customer disputes and complaints. You will be required to use your initiative, problem solving and analytical skills to resolve them as quickly and efficiently as possible. You will also be required to work on the inbound line to direct customers to their case handler.

**Your part in the team**:
Take ownership of individual cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within the agreed SLAs
Where appropriate issue a deadlock letter if the complaint cannot be resolved within 8 weeks or if the complaint has exhausted our internal complaints process
Coordinate internal stakeholders to ensure a swift and complete resolution to issues and where necessary escalate to the appropriate channels when this is not forthcoming
Research case history, seeking specific information in order to resolve cases/complaints
Responsible for ensuring forum based complaints are acknowledged and resolved within a timely and professional manner
Handle customer escalations; assuring call-backs are completed on day or by the end of the next business day without fail
Take inbound calls to handhold customers to their case handler, preventing escalations where possible
Ensure calls are dealt with in a professional, compliant and efficient manner
Proactively make outbound calls to customers as and when required
Mandated to approve appropriate redress and compensation to customers
Identify any areas of improvement to continue to enhance the customer experience
Operate and maintain customer-related information systems (Complaints Management tool)
Participate in training as requested
Ensure all record keeping of complaints is accurate and up to date at all times
Comply with all company policies and procedures associated with the role

**What you’ll need to help you make the best of the role**:
Show the ability to demonstrate complaint handling
Strong customer service, negotiation and resolution skills
Demonstrates good organisation and time management skills
Self-motivated and can work unsupervised
Desire to take ownership of issues and 'go the extra mile'
To be proficient in letter writing and call handling
Demonstrate resilience and tenacity

**The nice to haves**:
Be familiar with energy utilities having worked in a similar regulated environment

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