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Complaints Facilitator, Electric Ireland Ni

5 months ago

Belfast, United Kingdom ESB Full time

Vacancy Number: 23271- Customer-
ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy. Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives. This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives. ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

**Position Description**
This is an exciting and challenging opportunity to work in a dynamic Electric Ireland Belfast team. We have approximately 90,000 Residential & Business customer base who we strive to provide excellent customer service.
The role of a Complaints facilitator is to support the NI residential business and in particular the Customer service team ensuring that complaints are managed effectively, the team is supported and coached on complaints performance & communicate effectively with relevant internal and external parties as required.

This position requires a person with a proven customer centric focus and be an advocate for the customer with a passion for making things better for our customers and will have demonstrable experience of working under pressure in an ever-changing environment to deliver a best-in-class customer service.

**Key Responsibilities**:

- Work with internal and external key stakeholders in the identification of complaint sources.- Mentoring agents / TL on their Complaints management on calls.
- Trending and cataloguing complaints and support team to manage customer complaints effectively.
- Develop and monitor a system to effectively track complaints.
- Ensure information requested by CCNI (e.g. meter readings, customer information etc.) is responded to as necessary.
- Carry out investigations in each case of a CCNI / other complaint and co-ordinate appropriate response.
- Write up reports for each complaint and deliver to CCNI/other within required timeframe (10 days).
- Carry out further investigations and responses as required.
- Liaise with Legal Department as required and any Freedom of Information requests.
- Develop a system, process to identify trends in customer and CCNI complaints so that customer 'pain points' can be identified and addressed.
- Supports and coach team members on performance; provide clear, timely communications to team members.
- Enhance service provision through the active development and implementation of process improvement initiatives.
- Identify any complaint processes or issues that may need to be included in training.
- Facilitate regular complaint learning workshops with outsource partners and within relevant areas in Electric Ireland and manage the outcomes.

ESB is an Equal Opportunity Employer

**Knowledge, Skills and Experience**

**Essential**
- Minimum 4 years’ experience.
- Experience working with large and varied data sets.
- Demonstrable previous customer service experience including complaint handling and analysis.
- A courteous nature with strong customer service orientation and empathy for customers.
- Excellent ability to manage external and internal stakeholders.
- Good listening skills and the ability to communicate clearly and effectively.
- Good organisational skills.
- Knowledge of SAP/CRM7.
- Strong ability to identify issues and root causes and develop corrective actions.
- Experience in implementing new processes into an organisation and provide guidance to colleagues.
- Proven ability to be proactive in providing advice and influencing decisions.
- Ability to build and develop key relationships with managers, colleagues and other stakeholders.
- Previous experience in reporting, compliance and monitoring progress against policies procedures and KPI’s.
- Excellent communication (oral and written) skills.
- Proficiency in Ms Excel.

**Desirable**:

- Excellent knowledge of Electric Ireland’s wide range of energy products and services.- Knowledge of the NI electricity retail market.
- Knowledge of SAP systems.
- Experience in the use of predictive analytic models.
- Strong knowledge of ESBs systems and processes.
- Strong IT skills & exposure to ERP & SAP.
- Previous experience in a working in Customer complaints environment.
- Experience in the Energy industry particularly customer facing departments.

**Qualifications**
**Essential**
- Relevant 3rd level qualifications or equivalent work experience.
- Relevant customer se