Customer Complaints Team Leader

5 months ago

Leicester, United Kingdom Yü Group Full time

**Description**:
**Reports to**: Complaints Manager

**Location**: Leicester

**Working hours**: Monday to Friday, 37.5 hours a week

We are looking for a Complaints Team Leader to drive sustainable and operational change to create breakthrough benefits. The role will involve you working closely with all departments in the business and having regular meetings with exposure to senior management.

This role requires somebody to have an in-depth understanding of Complaints and technical aspects of the Energy industry. Our company is growing at a rapid pace so it’s an exciting opportunity to join an organisation which can offer a long-term future career.

Passionate and motivated people are the power behind our growth so we’re looking to expand our team and you could be part of our success story.

**What We Need from Yü**:
**Here’s a taste of what you’ll be doing**:

- Provide an environment to inspire achievement and development within teams and individuals.
- Encourage a growth-mindset environment.
- Manage the complaints journey from beginning to end with a passion for resolving issues minimising the impact on business.
- You will deal with complex complaints and team escalations, providing advice and guidance.
- Ensure that customers are responded to within SLA’s and kept updated within agreed time scales.
- Ensure internal and external business relationships are maintained and developed to achieve optimum delivery and efficiency, including training to minimise wasted opportunity to resolve complaints at the first point of contact.
- Reporting Daily, Weekly & Monthly findings and being proactive in highlighting any issues and proposing solutions.
- Able to identify and report on the root cause of complaints.
- The management of complaints referred to the Ombudsman service, EHU and Citizens Advice including liaising between regulatory bodies and reporting monthly complaints.

**About Yü**:
**If you have what it takes you could be just what we’re looking for**
- Sharp - Effective decision-making skills to manage a changing workload.
- Experienced - you’ve worked in the energy industry previously.
- Practiced - 3 Years Customer Service experience required with a minimum of 1 year in a complaints department. Energy experience is desirable.
- Great communicator - you have first-rate communication and interpersonal skills.
- Ambitious - you don’t just want another job, you want a career opportunity.
- Analytical - naturally curious, immaculate attention to detail.
- Motivated - you have a “can do” attitude and love to see success.
- Team player - you enjoy working closely with a team to help them develop.
- Flexible - you’re a strong team player who can adapt as the role and business develops.

**Yü Come First**:
**We have a wide range of benefits for our employees including**:

- 24 days annual leave + bank holidays
- Holiday buy - up to 5 additional days
- Day off on your birthday
- Employee Assistance Programme
- Annual salary review
- Learning and development opportunities
- Enhanced paternity, maternity and adoption policies
- Yü made a difference Awards
- Travel Loan Scheme
- 3 days additional annual leave if you get married/civil partnership etc.
- Appointment allowance
- Long service recognition
- Refer a friend payment
- New modern facilities
- Death in service and critical illness cover
- Plus, many more

YUIndeed

**About Yü Group**:
Yü Energy are one of the UK’s fastest growing business gas, electricity and water suppliers, supplying thousands of companies across the UK.

On a mission to shake-up the UK business energy market, our winning combination of expert, personal service and competitive prices are specifically tailored to the needs of commercial customers.

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