Customer Complaints Resolution Specialist

4 weeks ago


Glasgow, Glasgow City, United Kingdom Kura Full time
Job Details

We are seeking a skilled Complaints Resolution Specialist to join our team in Glasgow. As a Complaints Resolution Specialist, you will play a crucial role in ensuring customers' concerns are addressed promptly and resolved effectively. This role requires a candidate who is passionate about customer satisfaction and possesses excellent communication and problem-solving skills.

Key Responsibilities

* Handle customer complaints within the Utilities sector via telephone and email to increase customer satisfaction.
* Deliver the highest quality of customer service to enhance the customer experience and resolve complex complaints.
* Build rapport with empathy and care.
* Resolve complex issues within time constraints and prevent complaints being escalated to the Energy Ombudsman.
* Achieve assigned key performance indicators / targets.
* Navigate between different computer systems.

Requirements

* Twelve months back office complaints experience within a call centre.
* Ability to adapt and learn.
* Communication and listening skills.
* Computer literacy.
* Knowledge of the UK energy market is desirable.

Benefits

* Pay Advance – Up to £600.
* Referral programme – You can earn up to £500 for each referral.
* Enhanced CSP & Maternity/Paternity Scheme.
* Employee Assistance Programme – a free and confidential personal support service that is available to you 24 hours a day.
* Cycle to work scheme – Save up to 42% off a new Bike.
* Store Discounts - up to 25% off Gym Membership, up to 10 % off the cost of a holiday and much more

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