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Customer Experience Advocate

2 months ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time

About The Role

As a key member of our team at Ecotricity, you will play a vital role in delivering exceptional customer service and resolving complex complaints in a timely and professional manner. This will involve managing the resolution of Ombudsman complaints, which may require collaboration with various stakeholders and the development of innovative solutions.

This is a role for someone who is articulate, efficient, and possesses excellent communication and analytical skills. You will be responsible for ensuring that all complaints are handled to the highest standard of customer care, while also meeting agreed service level agreements (SLAs) and industry standards.

Key Responsibilities

  • Take ownership and responsibility of managing and resolving all types of complaints, including new in, escalations, and Ombudsman complaints, turning challenging situations into positive outcomes.
  • Ensure all complaints are handled to the highest possible standard of customer care and within agreed SLAs and industry standards, keeping customers informed of progress.
  • Fully investigate and create case files on Ombudsman complaints for submission, gathering data and information from multiple sources and submitting the final case files through the Ombudsman Services portal within agreed SLAs and in line with regulation.
  • Work with key stakeholders to offer appropriate remedies that prevent further escalations, ensuring compliance with regulatory guidelines.
  • Complete a full account health check to prevent future contact or further complaints.
  • Keep compliance at the forefront of your mind and ensure that everything you do is 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 our regulatory bodies.

About You

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

What's in it for you...

We offer a range of benefits, including a healthcare plan, life assurance, and a generous pension contribution.

We also offer a volunteering day, hybrid working, and various company discounts.

You will have 25 days of holiday (plus bank holidays) and the ability to buy/sell days.

We have a cycle to work scheme, car pooling, and onsite parking available.

As a valued member of our team, you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025.

Flexibility Statement

We are a fast-paced company, and from time to time, you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis.

This allows us to use our people in the best possible way at all times and helps our employees to make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company, and our mission is to change the way energy is made and used in Britain by replacing fossil fuels with clean, renewable energy.

We use the money from our customers' bills to make it ourselves too - we build windmills and sun parks in Britain.

We're also developing green gas mills, which will generate 100% green gas from a source that we will never run out of - grass.

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