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Customer Experience Resolution Manager
2 months ago
About the Role
We are seeking a highly skilled and experienced Ombudsman Complaint Resolution Specialist to join our team at Ecotricity. As a key member of our customer experience team, you will play a vital role in delivering exceptional customer service and resolving complex complaints in a timely and professional manner.
Key Responsibilities
- Manage and resolve 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 service level agreements (SLAs) and industry standards.
- Investigate and create case files on Ombudsman complaints, gathering data and information from multiple sources and submitting 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.
- Complete a full account health check to prevent future contact or further complaints.
- Ensure compliance with regulatory guidelines and maintain a high level of awareness of industry standards and best practices.
- Identify and report trends 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
We are looking for an enthusiastic and proactive individual who is comfortable resolving all complaint types. You should be curious and enjoy problem-solving using proven methodologies and learning new ways to identify and manage improvements.
Requirements
- Ability to manage workload independently, with support from the B2B CX Manager.
- Excellent communication skills, with the ability to communicate with customers via different mediums, including phone and written communication.
- Ability to collaborate with other individuals across the business to resolve complaints efficiently and effectively.
- Good knowledge of business processes and systems.
- Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
- Passionate about delivering exceptional customer service and making a positive impact.
- Exceptional attention to detail and diligence in work practices.
- Able to multitask and work at pace without compromising quality of output.
- The ability to digest complex information and processes and come up with effective resolutions in a timely manner.
Preferred but Not Essential
- Experience working in a B2B or complaints team environment.
- Experience 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 are passionate about delivering exceptional customer service and making a positive impact on the environment.
What We Offer
- Healthcare plan, life assurance, and generous pension contribution.
- Volunteering day.
- Hybrid working.
- Various company discounts (including shops, gym, days out, and events).
- Holiday of 25 days (plus bank holidays) and ability to buy/sell days.
- Cycle to work scheme, car pooling, and onsite parking available.
Flexibility Statement
The fast-moving nature of our business means that 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.
