Complaints Handler

6 months ago

Manchester, United Kingdom Watt Utilities Full time

Watt Utilities have been one of the leading Utility Consultancies in the UK since 1999.

We are currently going through a period of exponential growth and working towards our aim of being the number 1 Utility Broker in the UK.

**The Department**

The Complaints Handler will be responsible for the handling and resolution of customer complaints throughout the business. However, in line with our focus on improved customer service and subsequent Consumer Duty adherence the teams approach is seeing a conscious step change toward complaint prevention rather than resolution. Through the analysis and audit of complaints, survey and performance data we are actively working to help improve business processes, training and guidance and ultimately our service provision as a whole.

Customer Care is often misunderstood as being a team that deals solely with negative experiences and difficult customers. In reality, customers who reach us are largely welcoming and engaging as they can see that their issues are being taken seriously and that we are working for them to find a suitable resolution. Whilst complaint resolution can sometimes be challenging it is for the most part hugely rewarding in being able to turn a customers negative experience into a positive one.

**Skills & Experience**
- Good telephone manner essential
- Knowledge of the Utility/Brokering sector is desirable
- The ability to be firm and assertive whilst still providing an excellent level of customer service.
- Excellent communication skills with a professional and friendly telephone manner
- Ability to communicate complex information in writing, logically and persuasively in a business-like manner.
- Ability to work to your own initiative with mínimal supervision whilst working in a close-knit team.
- Self-motivated, driven, and passionate about your role
- Organization and the ability to manage numerous tasks at one time is vital.
- Problem solving skills and the ability to collate and analyze information from various sources to identify key issues and trends.

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Work Location: In person

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