Senior Complaints Manager

3 weeks ago

Leicester, United Kingdom Yü Group Full time

Description Reports to: Head of Customer Contact Location: Leicester LE3 Working hours: Monday to Friday, 37.5 hours a week   We are looking for a Senior Complaints Manager.
The role will involve you working closely with all departments in the business and having regular meetings with exposure to senior management.
This role requires somebody to have an in-depth understanding of Complaints and technical aspects of the Energy industry.
Leading the Complaints Department to provide the highest level of customer service and resolution to complaints and enquiries through effective and customer-centric complaint resolution.
This will be a varied and challenging role that offers the chance to make an immediate impact, and we're looking for a candidate who's not afraid to roll up their sleeves and drive positive action across the business.
What We Need From Yü Here's a taste of what you'll be doing: Ensure that customers are responded to within SLA's and kept updated within agreed time scales.
Ensure compliance with OFGEM and RECCo regulations.
Deal with complex complaints and team escalations, providing advice and guidance.
The management of complaints referred to the Ombudsman service, EHU and Citizens Advice including liaising between regulatory bodies and reporting monthly complaints Manage referrals to the Energy Ombudsman, following our signposting and deadlock procedures as appropriate.
Respond to any complaints referred to the Energy Ombudsman and implementing any resolutions required.
Oversee priority resolution of CEO, Exco and Board complaints  Chair fortnightly Complaints meetings with Senior Stakeholders across the business, presenting Case Studies, exploring root causes and giving recommendations to avoid repeated Complaints.
Drive a culture of seeing complaints as a positive way to learn about what our customers expect.
Making every complaint both a learning opportunity and a chance to restore the faith of and relationship with our client.
Ensure internal and external business relationships are maintained and developed to achieve optimum delivery and efficiency, including training to minimise wasted opportunity to resolve complaints at the first point of contact.
Liaising with and holding regular meetings with other departments to ensure a collaborative and swift resolution of Complaints that require input from other departments to resolve Driving further improvements in our position on the CAB Supplier League Table.
Reporting Daily, Weekly & Monthly findings and being proactive in highlighting any issues and proposing solutions.
Able to identify and report on the root cause of complaints.
About Yü If you have what it takes you could be just what we're looking for... Resilient, able to manage and respond positively to challenge, as well as the ability to negotiate and influence.
Excellent interpersonal and communication skills with experience communicating to a range of stakeholders in person, over the telephone and in writing.
An ability to deliver under pressure and maintain a high level of performance in assigned areas of work.
Flexible and adaptable, able to respond to changing demands and can prioritise work effectively.
A problem-solver with a high level of attention to detail and accuracy.
Promotes a culture of sharing of best practice and getting things right first time
Experienced – you've worked in the energy industry previously.
Practiced – proven 10 Years Customer Service experience required with a minimum of 5 years in a complaints department.
Ambitious – you don't just want another job; you want a career opportunity.
Analytical – naturally curious, immaculate attention to detail.
Motivated – you have a "can do" attitude and love to see success.
Team player – you enjoy working closely with a team to help them develop.
Flexible – you're a strong team player who can adapt as the role and business develops.
Yü Come First We have a wide range of benefits for our employees including:  24 days annual leave + bank holidays Holiday buy – up to 5 additional days Day off on your birthday Employee Assistance Programme Annual salary review Learning and development opportunities Enhanced paternity, maternity and adoption policies Yü made a difference Awards 3 days additional annual leave if you get married/civil partnership etc.
Appointment allowance Long service recognition Refer a friend payment Company sick pay (subject to length of service) New modern facilities Death in service and critical illness cover Plus, many more If you need any reasonable adjustments to help you apply for a role, please let us know and we will see what we can do.
#YUIndeed Yü Energy are one of the UK's fastest growing business gas, electricity and water suppliers, supplying thousands of companies across the UK.
On a mission to shake-up the UK business energy market, our winning combination of expert, personal service and competitive prices are specifically tailored to the needs of commercial customers.

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