Complaints and Enquiries Team Leader

3 weeks ago

Leicester, United Kingdom Cadent Gas Full time

**Complaints and Enquiries Team Leader**

**Contract Type**:Permanent**

**Location: Leicester - Aylestone Road - Office Based**

**Salary £31,287 - £36,808 per annum, dependant on experience**

**About The Role**

We have an exciting, new opportunity for a Complaints and Enquiries Team Leader to join our East of England network.

As a Complaints and Enquiries Team Leader you will manage and lead a team of advisors providing an efficient customer focused service. You will provide appropriate coaching, learning, training and motivational resources to ensure each and every team member achieves their full potential, driving the development of a multi-skilled, flexible team to meet fluctuations in demand.

Due to the nature of this position this role is office based.

**Key Accountabilities**
- Provide direct, constructive and timely performance feedback using a variety of techniques appropriate to the feedback, the individual and the desired outcome
- Utilise management information to monitor and measure team performance, to facilitate cost effective, timely, quality outputs
- Manage escalated customer enquiries and complaints through to resolution
- Accountable for all on day activities within the Customer team in order to meet regulatory requirements
- Provide support to Customer Operations during incidents.
- Ensure compliance with RIGs and carry out assurance / quality monitoring checks
- Utilise the appropriate HR policies and procedures, (e.g. sickness absence, performance and disciplinary) to ensure compliance
- Measure, monitor and review team objectives and targets, undertaking performance appraisals in line with performance and reward framework

**About You**
- Previous experience in liaising with internal and external stakeholders
- Confident with the ability to influence others whilst managing conflicting priorities to ensure the delivery of our responsibilities.
- Leadership capability with track record of driving team performance

**What’s In It For You**

We are committed to supporting our employees to get the best out of themselves. For this role in particular we can offer:

- Funding and support towards completing relevant qualifications
- Ample opportunity for progression within the business
- Mentoring and guidance opportunities

We are also working flexibly, if this is something that you are interested in then please don’t hesitate to contact us to discuss.

**Benefits**
- We offer a host of benefits to suit your lifestyle and support your well-being. These include:_
- Annual bonus
- Pension Scheme double matched up to a total of 12% of salary (i.e., employee contributions of up to 6%, double matched by a Cadent contribution of up to 12%)
- 25 days holiday, plus statutory days, and an option to buy more
- Fantastic career development prospects with funded learning options, including support with exams, and internal and external learning and development
- Strong focus on supporting you as an individual including:
o flexible working
- o strong commitments to ED&I
- o generous family provision policies
- Flexible benefits including cycle to work scheme, salary sacrifice car scheme, insurance, and healthcare packages, plus much more
- My Offers membership card - offering discounts and savings from hundreds of retailers
- 2 paid volunteering days per year
- Free gym access at the Ansty office, as well as a ‘Gympass’ scheme providing free or heavily subsidised local gym memberships

We want our employees to achieve a healthy work-life balance and are happy to discuss flexible working options with you if the role can accommodate it. Let us know about your flexibility requirements, whether that be reduced hours, remote working, flexible start/finish times, or compressed hours, and we will be more than happy to explore what’s possible for the role.

**About Us**

At Cadent we’re excited to be part of the future of UK energy We’ve got a clear roadmap that will drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.

We’re making a difference through innovation and new ways of working. Together we’re shaping a cleaner, greener future for our 11 million customers whom we put at the heart of everything we do.

**Diversity and Inclusion**
Don’t meet every single requirement listed?

We place great importance on equity, diversity and inclusion, and we welcome applicants from all backgrounds. Our employee communities Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive (disability) and the Cadent Military Community can’t wait to welcome you

**Circle Back Initiative**

**_Be part of something big. Help shape the future of gas for generations to come._

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