Senior Customer Care Executive

3 weeks ago

Stoney Stanton, United Kingdom Calor Gas Ltd Full time

**Job no**: 506644

**Work type**: Permanent full-time

**Location**: Stoney Stanton

**Categories**: Operations

**Senior Customer Care Executive - Stoney Stanton**

**£25,000 to £31,000 With Excellent Benefits**

**Shift Pattern: between 8:00am to 6:00pm (may include Saturday)**
- Creating a better world, a better company, and a more fulfilling future _
- Calor is an exciting and inspiring company to work for, where investment in our people's skills and knowledge is integral to our success. We ensure a supportive and inclusive working environment which is underpinned by our culture of expertise, safety and trust. These things allow us to lead the way in terms of sustainability, innovation and personal development._
- As the lead supplier in the UK LPG market, things rarely stand still for us. From humble beginnings, and as part of SHV Energy, Calor has continued to develop and diversify, ensuring that our service offering is expansive, progressive and relevant to our customers. It is our people that enable us to do that, which is why they are the heart of our business._

The Customer Experience team at Calor Gas are looking to recruit an engaging and proactive Senior Customer Care Executive

The key purpose of this role is to deliver an outstanding support service to our customers where an escalation has occurred outside the remit of the Customer Service team. The Customer Care team will deal with all complaints in a time efficient and professional manner

Responsible for motivating team members, providing support, guidance, quality checking information and documentation. Support Complaints manager in performance reviews, absence monitoring and training

Supporting all Company initiatives following plans to continuously improve customer experience

The role requires continual provision of advice, guidance, and to support Managers across all Divisions together with regular provision of complaint related information and data for Divisional and Board reporting purposes.

Working in close consultation with Service Managers, Team Leaders, Personal Data, Legal and Compliance team colleagues; reporting directly to the Complaints Team Manager

**Key responsibilities will include**:

- Day-to-day analysis of any new complaints received
- Monitoring and accurately recording of all complaints received in the team, ensuring that investigation/response deadlines are adhered to, requesting regular updates from management together with a copy of the complaint response for file and case closure
- Answering / making calls from those wishing to escalate a complaint, many of whom are often upset and angry with aspects of the service provided, offering suitable reassurance, support, and information on how to make a formal complaint.
- Ensuring the team is issuing timely responses to complainants whilst maintaining deadlines, requesting consent when required and gathering of all evidence required to review the case.
- Assist in the annual and ongoing review of the Complaint policy, forms, letters alongside the DPE and privacy teams.
- Communicate with staff to gain information for complaint investigation and to convey investigation results.
- Support team as deputising Complaints Lead when required when Complaints Manager is out the business.
- Receive, document, and respond to complaints according to company requirements and policies
- Create and report routine site reports on the status of complaints.
- Handle site meetings where required on/off site.
- Ensure all new starters are inducted within the business, support their training needs and ensure buddy ups are completed as required.
- Attend customer premises as required should the need arise when dealing with a Tier 3 complaint. You may be required to meet with 3rd parties at customer sites also on the rare occasion.
- Update CRM systems with detailed and accurate notes relating to complaint cases.
- Work with Complaints Manager and cross departmental teams to review, evaluate and improve processes.
- Create a motivated and can-do ethos within the team and the wider business.
- Support colleagues and cross departments as required in closing complaints or ensuring full support in updating cross departments for each stage of the complaints cycle
- Effectively communicate changes to cases, update using multiple channels of communications.
- Ensure to build effective relationships internally and externally. Providing support as needed to others

**As such we would like you to have/be**:

- Educated to GCSE level
- Experience handling complaints or compliance issues
- Proficient in using all Microsoft Office programs
- Previous complaints management experience
- Ability to work towards deadlines
- Strong communication and administration skills
- 3 days a week office based and 2 days from home
- Knowledge of customer satisfaction surveys would be a great benefit
- Coaching and Training experience and advantage

We look for people who are open minded, embrace new ways of wor

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