Technical Support Complaint Advisor

2 weeks ago

Fife, United Kingdom SSE Full time

**About the Role**

**Base Location**: Flexible UK & Ireland | We're proud to offer a Flexible First approach to work, and this role is no exception. We will, however need your base 'home' location to be one of our SSE offices or depots around the UK and Ireland and this role is office based, with occasional home working

**Salary**: £33,945 - £39,463 + a range of other benefits to support your family, finances and wellbeing.

**Working Pattern**: Permanent | Full Time | Flexible First options available

We are looking for a Technical Support Advisor to join the team.

The role of the Technical Support Advisor is to provide technical and commercial support for Complaint Advisors, to enable resolution of customer complaints/enquiries with a professional and sympathetic approach, within our targeted timescale of Day+1.

**Roles & responsibilities will include, but are not limited to**:

- Identifying and correcting errors and communicating with other business units to reissue quotations when required.
- Liaise with both customers and SSEN Complaint Advisors to enable informed communication with customers to understand any Customer complaints relating to Connections design and quote activity, including investigation of design errors, explanation of costs and timescales associated with the quotation work. These discussions must include the possibility of additional costs should a more expensive option be required to complete the project.
- Resolve most escalated complaints. Investigate root causes of common complaints and initiate plans for Design teams to resolve these issues.
- Ensure that knowledge of processes and procedures are kept current. Regulation and design standards will evolve. It's therefore an important element of the job role.
- Personal development to ensure that safety, compliance, and regulatory requirements are maintained. Training courses and continual competency assessments are a requirement for the role.

**What do I need?**

To be considered for this role, we would love you to have:

- Extensive Customer Service Experience.
- Good IT skills.
- Experience in a similar role.
- Knowledge of customer connections processes.
- Basic understanding of Design and Quote processes.

**About our Business**

SSEN Distribution powers 3.8 million homes and businesses in communities across central southern England and the north of Scotland. Our team of more than 3,500 people keep customers connected to a safe and reliable supply of electricity whilst developing the flexible networks that are vital to achieving net zero. By enabling a smarter, more resilient electricity network we're ensuring our local communities continue to receive the power they need, both now and in the future. We are consistently investing and innovating to improve network resilience and future-proof power supplies for life's changing demands, from rolling out large scale EV charging schemes to supporting small community generation projects.

**What's in it for you?**

An excellent package with 34 days holiday entitlement, enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.

**Next Steps**

Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process consisting of a basic criminal records and credit check.

LI-COM

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