Escalations and Complaints Executive

6 days ago


Bury, United Kingdom Utility People Full time

**Ref:14225**

**Role:Escalations and Complaints Executive (energy / utilities)**

**Location: Bury**

**Salary:£25,00 to £28,000 DOE**

**Benefits: 10% Bonus + Onsite gym + 25 hold +flex benefits package (see below)**

**Summary**:
**Key responsibilities**:

- Be the first point of contact for all customer escalations and complaints
- Collaborate with teams to investigate issues and recommend appropriate resolutions
- Provide clients with regular updates regarding the progress of their complaint
- Raise awareness across the business about how to identify a customer complaint
- Liaise with third-parties and service providers, both verbally and in writing
- Liaise with our legal team, both verbally and in writing
- Maintain comprehensive and accurate notes to log key information relevant to the case
- Report on complaint figures, identify trends and seek opportunities to improve service
- Own and regularly review documents relevant to the complaints processes

**Skills and experience required**:

- Excellent verbal and written communication skills
- Excellent attention to detail and strong organisational skills
- Able to multitask and prioritise and comfortable working under pressure
- Empathetic tone when communicating with customers
- Hardworking, determined, and resilient
- Formal writing experience ? desirable

**Benefits**:

- Flexitime
- Free parking
- Paid social events
- Mental health support



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