B2B Customer Resolution Specialist

3 weeks ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time
Position Overview

Role Summary

As a B2B Customer Resolution Specialist, you will be instrumental in ensuring exceptional service delivery to our clients. Your primary responsibility will be to manage and resolve customer grievances, including those escalated to the Ombudsman, through effective communication and collaboration with various stakeholders.

This position is ideal for an individual who is articulate, efficient, and possesses strong analytical and communication skills.

Key Responsibilities

  • Assume full ownership of all complaint types, including initial inquiries, escalations, and Ombudsman cases, transforming challenging situations into positive outcomes.
  • Guarantee that all complaints are addressed with the utmost standard of customer service, adhering to established service level agreements (SLAs) and industry benchmarks, while keeping customers informed of their case status.
  • Conduct thorough investigations and compile comprehensive case files for Ombudsman complaints, gathering relevant data from multiple sources and submitting these files through the appropriate channels within stipulated SLAs and regulatory frameworks.
  • Collaborate with key stakeholders to propose suitable resolutions that mitigate the risk of further escalations.
  • Perform a complete assessment of account health to prevent future complaints or contacts.
  • Maintain a strong focus on compliance, ensuring all actions align with regulatory standards.
  • Identify and communicate trends to various departments and stakeholders within the organization.
  • Become proficient in all aspects of B2B complaint management to assist in resolving and preventing issues from escalating to the Ombudsman level.
  • Foster and sustain relationships with key stakeholders and regulatory bodies.

Candidate Profile

  • Proactive and enthusiastic, with a comfort level in addressing all types of complaints.
  • Curious and adept at problem-solving, utilizing established methodologies and seeking innovative ways to drive improvements.
  • Capable of managing workload independently while receiving support from the B2B Customer Experience Manager.
  • Effective communicator, able to engage with customers through various channels, including phone and written correspondence.
  • Skilled in collaborating with colleagues across the organization to resolve complaints efficiently and promptly.
  • Possesses a solid understanding of business processes and systems.
  • Highly motivated, with the ability to work autonomously and meet tight deadlines.
  • Passionate about making a positive impact and dedicated to their work.
  • Exceptional attention to detail and diligence in task execution.
  • Able to multitask and maintain a high pace without compromising quality.
  • Capable of interpreting complex information and processes to arrive at timely resolutions.

Preferred Qualifications

  • Experience in a B2B or customer service environment.
  • Familiarity with Ombudsman complaint processes.
  • Background in the energy sector.

About Our Company

What We Offer...

Comprehensive healthcare plan, life insurance, and a generous pension scheme.

Opportunity for a volunteering day.

Flexible hybrid working arrangements.

Access to various company discounts (including retail, fitness, leisure activities, and events).

Annual leave of 25 days (plus public holidays) with options to buy or sell days.

Cycle-to-work scheme, carpooling options, and on-site parking available.

As a valued team member, you will contribute to our Group Environmental policy and its objectives to achieve net carbon neutrality by 2025.

Flexibility Statement

The dynamic nature of our business may require you to undertake tasks outside your original job description on an ad hoc basis. This flexibility allows us to utilize our workforce effectively and enables employees to contribute meaningfully in a changing environment.

Ecotricity is recognized as Britain's greenest energy provider. Since our inception, we have been pioneers in delivering renewable energy solutions, striving to transform the energy landscape in the UK.

Our mission is to revolutionize energy production and consumption in Britain by replacing fossil fuels with sustainable alternatives.

We not only supply green energy but also invest in renewable energy generation, including wind and solar projects. Our commitment extends to developing innovative solutions such as geothermal energy and green gas production.

Beyond energy, we have established Electric Highways, the leading network of electric vehicle charging stations, and partnered with organizations to promote sustainability in various sectors.

Ecotricity is an equal opportunity employer, dedicated to fostering an inclusive environment for all.

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