Ombudsman Resolution Specialist

7 days ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time

About The Role

We are seeking a highly skilled Ombudsman Resolution Specialist to join our team at Ecotricity, a leading green energy company. As an Ombudsman Resolution Specialist, you will play a key role in delivering exceptional customer service and resolving complex complaints in a timely and efficient manner.

This is a challenging and rewarding role that requires strong analytical and communication skills, as well as the ability to work independently and as part of a team. You will be responsible for managing and resolving all types of complaints, including new in, escalations, and Ombudsman complaints, and ensuring that all complaints are handled to the highest possible standard of customer care.

Key Responsibilities

  • Manage and resolve all types of complaints, including new in, escalations, and Ombudsman complaints.
  • Investigate and create case files on Ombudsman complaints, gathering data and information from multiple sources and submitting the final case files through the Ombudsman Services portal.
  • Work with key stakeholders to offer appropriate remedies that prevent further escalations.
  • Complete a full account health check to prevent future contact or further complaints.
  • Keep compliance at the forefront of your mind and ensure that all actions are in accordance with regulatory guidelines.
  • Identify and report trends back to various areas of the business and key stakeholders.
  • Be fully cross-trained in all other B2B Complaint work and assist in resolving and preventing complaints from escalating to the Ombudsman stage.
  • Develop and maintain relationships with key stakeholders and regulatory bodies.

About You

  • You will be enthusiastic and proactive, with a strong ability to resolve all complaint types.
  • You will be curious and enjoy problem-solving using proven methodologies and learning new ways to identify and manage improvements.
  • You will be able to manage your workload independently, while being supported by the B2B CX Manager.
  • You will be able to communicate with customers via different mediums, including phone and written communication.
  • You will be able to collaborate with other individuals across the business to resolve complaints in an efficient and timely manner.
  • You will have good knowledge of business processes and systems.
  • You will be highly motivated, with the ability to work on your own initiative and deliver to tight deadlines.
  • You will be passionate about what you do and about making a difference.
  • You will have exceptional attention to detail and be diligent in your work.
  • You will be able to multitask and work at pace while not compromising the quality of output.
  • You will be able to digest complex information and processes and come up with a resolution in a timely manner.

Preferred but not Essential

  • Experience of working in a B2B or complaints team environment.
  • Experience in working with Ombudsman Complaints.
  • Energy industry experience.

About Us

Ecotricity is a leading green energy company that is committed to changing the way energy is made and used in Britain. We use the money from our customers' bills to make our own green energy, and we are passionate about making a difference.

We are an equal opportunities employer and are committed to providing equality for all.

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