Directors Office and Ombudsman Liaison Officer

4 weeks ago

Kingswinford, United Kingdom E.On Full time

Directors Office and Ombudsman Liaison Officer - (FT, PT, Job Share)

**Here's what you'll be doing**:
**Directors Office and Ombudsman Liaison Officer**
**Base location -Kingswinford (Hybrid working model)**
**Salary - £20,970 - £26,717**

**We have a market leading benefits package - it includes 26 days’ holiday plus 8 bank holidays, a generous pension scheme, life cover and the chance to choose from 20 flexible benefits with tax and/or NI savings, including medical cover/insurance**

To manage Directors Office, Group, Press, Extra Help Unit (EHU) and Ombudsman complaints by completing remedial activity to resolve customers queries/ complaints and offering quality resolutions while representing senior stakeholders.
- Create and manage case files for the Ombudsman.
- Implement and see-through decisions that the Ombudsman has made.
- For Ombudsman complaints, carry out assessments of account which have been proposed for ‘deadlock’.
- Discuss informal resolutions with customers to prevent having to produce a full casefile.
- Review all enquiries received regardless of where they are in the complaints process and offer advice/ support to colleagues across the business if required.
- Provide insight to the business to understand what good looks like.
- Provide feedback to customer facing colleagues across the business to be better able to resolve complaints in the future.
- Enhance E.ON brand by providing quality resolutions on behalf of senior stakeholders.
- Recording key actions and outcomes through the complaint management system.
- Conduct a review where complaints have already had an offer of resolution, but the customer remains unhappy.
- Escalating issues that are preventing you from providing good solutions quickly.
- Contribute to detection of root causes of complaints and highlight risks for our customer experience. Highlighting instances of inaccuracy both within internal and external processes.
- Work to find first time resolutions to complaints and future-proof to prevent the need for customers to call again.
- Identifying both when to propose a ‘deadlock’, giving your customer the right to seek an external review from the Ombudsman.
- Carry out the resolution as is decided by the Ombudsman.
- Assess ‘deadlock’ proposals by looking at how the case was handled, the fairness of the resolution offered and results of previous Ombudsman cases.
- Involve regulatory Operations wherever you see that there is a potential license breach.
- Produce reports for stakeholders with performance, learnings, and outcomes.

**What we need from you**:

- Passionate about excellent service standards.
- Effective verbal and written communication skills.
- Listening and questioning ability.
- Accuracy, attention to detail and the ability to analyse cases and identify solutions.
- Proven ability in negotiating and influencing.
- Decision making taking all aspects into account showing empathy in sensitive situations.
- Ability to communicate effectively and build rapport with customers from all walks of life.
- Excellent organisational skills and a proven track record of working using your own initiative with the ability to prioritise workload.
- Knowledge of business systems and processes.
- PC skills and working knowledge of ICE, Excel, Word.

**It would be great if you have**
- Experience managing Directors Office or Ombudsman complaints.
- A wide understanding of the different business areas and ability to learn new processes quickly.
- A good understanding of Regulatory obligations to our customers.
- Proven ability of building effective working relationships with external parties.

**Here's what else you need to know**:
We’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.
We realise the best people bring their energy at different times, so we’re happy to talk flexible working. We offer a range of flexible working options, including full time, part time, job share and variable start and finishing times
This is a great opportunity to play a lead role in supporting our expanding business and helping to shape the future of energy.
We have a market leading benefits package - it includes a, 26 days’ holiday plus 8 bank holidays, a generous pension scheme and the chance to choose from 20 flexible benefits

E.ON is committed to equal opportunities and actively promotes diversity, equality and flexibility.

**At a glance**

**Reference no.**:

- 214858**Closing date**:

- 23/03/2023**Salary**:

- £20,970 - £26,717**Get in touch**

**About us**
- E.ON is a privately owned international energy company. Our 75,000 colleagues in 15 countries work daily towards the improvement of technical innovations and user-friendly customer solutions for the new energy world. We are the first large energy company to focus more heavily upon the energy of the future through our three business areas of energy networks, renewable energies and c

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