Senior Customer Service Advisor

2 months ago

London, United Kingdom Ofgem Full time

The purpose of this role is to contribute to the management of the complaints and disputes service. The role focuses specifically on the key outputs and deliverables below.

**Key Responsibilities**
- Triage complaints and allocate to the appropriate team. Follow internal operating procedures to ensure all complaints are responded to within required timescales.
- Interacting and communicating with current and potential participants in a clear and logical manner.
- Accurately log all complaints and disputes and provide data to the teams as required.
- Making recommendations to the Standard Operating Procedures to ensure robust and efficient processes.
- Making a case for referral to the Fraud, Compliance and Audit Teams, where necessary

**Key Outputs and Deliverables**
- Ensure complaints and disputes are acknowledged, logged and assigned in line with agreed procedures.
- Collate information to assist with the investigation of complaints and disputes.
- Review and analyse information provided from applicants.
- Provide support on related issues across the team on an ad-hoc basis.

**Key Stakeholder Relationships**

In relation to day-to-day delivery, and operational scheme development:
**Internal **- Senior Management; IT; Fraud and Development teams

**External **-Scheme applicants and participants, consultants and trade associations

**Essential & Desirable Criteria**

**Essential **The essential criteria for this role is:

- Experience of working within a customer service environment. (**LEAD)**:

- Experience in working within a case management environment.
- Excellent written and verbal communication skills.
- Proven ability to deliver operational processes and meet Service Level Agreements and Key Performance Indicators.
- Demonstrable experience of working well in a team.
- IT literate including Microsoft Office (Outlook, Word and Excel).

**Desirable **The desirable criteria for this role is:

- Experience of handling complaints.
- Experience of working on Microsoft dynamic software, particularly in relation to information processing.

**Job Types**: Full-time, Permanent

**Salary**: £25,750.00-£32,320.00 per year

**Benefits**:

- Company pension
- Flexitime

Schedule:

- Flexitime
- Monday to Friday
- No weekends

Work Location: Hybrid remote in London, E14 4PU

Application deadline: 08/05/2023
Reference ID: 284498

Flextime

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