Complaints Officer

6 months ago


Houghton le Spring, United Kingdom UK Direct Business Solutions Ltd Full time

Hey there Join Our Awesome Team at UK Direct Business Solutions Limited as a Complaints Officer

**About Us**:
At UK Direct Business Solutions Limited, we value relationships, delivering quality solutions, and finding joy in our day-to-day work. As a leading figure in the Energy Sector, we're acknowledged for our data-driven innovation, dedication to excellence for our team and clients, and outstanding team culture.

What's in it for You:
1. Extra Holiday Days: Score up to 3 extra days off each year just for sticking around and being awesome.

2. Onsite Starbucks: Get your caffeine fix with Starbucks coffee right here in the office. Because who doesn't love a good cup of joe?

3. Private Medical Cover: We've got you covered with private medical insurance for you and your crew. Stay healthy, stay happy

4. Refer a Friend Bonus: Know someone awesome? Refer them to us and pocket some extra cash. It's a win-win

5. Tusker Car Scheme: Need wheels? We've got a sweet car hire scheme to hook you up with affordable rides.

6. Loads of Holiday: Enjoy a whopping 32 days of holiday every year, including bank holidays. That's plenty of time to kick back and relax.

7. Monthly Leave Incentive: Get an extra day off every month as a little thank you for all your hard work. You've earned it

8. Financial Advice: Need some help with your finances? We've got you covered with private financial advice. Let's make those money moves together

9. Free Parking: Forget about parking headaches. We've got free onsite parking so you can roll up stress-free.

10. Casual Vibes: Rock your favourite jeans and tees because we're all about that casual dress code life.

**Complaints Officer**

**Job description**

**Key Result Areas**:

- Responsible for managing all DBS customer ensuring they are addressed promptly and proactively in accordance with procedures whilst maintaining a customer focussed approach
- Successfully negotiate with customers who express dissatisfaction to resolve issues and de-escalate situations
- Responsible for complaints analysis and MI to identify root cause and trends to introduce preventative measures for continuous improvement
- Maintaining and updating all caseloads via our CRM system with regular updates of status.
- The ability to negotiate with customers who express dissatisfaction to resolve issues
- Liaise with customers and suppliers, developing relationships, providing guidance and advice and ensuring all the customer's needs are met and exceeded
- Working alongside internal departments within DBS including Objections, Sales Operations, Compliance and Legal
- Working with the Broker ADR Scheme, managing deadlines, updating portal and building strong and effective relationships

**Essential**:

- A minimum of 4 years customer experience and a proven track record of successful complaint handling
- Excellent communication skills both written and verbal
- Well organised and self-motivated
- Computer literate
- Ability to act on own initiative and prioritise own workload as well as working in a team
- Flexibility to suit need of the business
- Excellent accuracy skills and attention to detail
- Ability to work to tight deadlines in a fast paced environment
- Confidence, drive and enthusiasm

**Desirable**:

- Experience of working in the energy sector
- Regulatory experience preferably with the Broker ADR Scheme

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

Pay: Up to £30,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
- Company car
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Financial planning services
- Free parking
- On-site parking
- Private medical insurance

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme

**Experience**:

- Customer Service: 4 years (required)

Work Location: In person



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