High Level Escalations and Complaints Manager

About the DCC
At the Data Communications Company, we believe in making Britain more connected, so we can all lead smarter, greener lives. We’ve built the secure infrastructure that’s supporting the mass roll-out of smart meters across the country. Our universal, secure networkwill be in 30 million homes and small businesses, making it the largest network in Britain. So it’s a truly exciting time to join us. You’ll be part of a team that’s supporting the country’s transition to a low-carbon economy, and helping to ensure an affordable,secure, and sustainable energy supply for the future.
The Role
The High-Level Escalations and Complaints Manager will perform a critical role protecting the reputation of Smart DCC by facilitating timely resolutions to issues raised by any customer or supplier of SMART DCC.
The purpose of this role is to protect the reputation of Smart DCC by delivering timely resolutions to both ‘High Level Escalations’ and ‘Complaints’ by ensuring our customers can escalate issues in a structured manner - so that they are dealt with efficientlyand effectively, to the satisfaction of both parties.

Where any external party is dissatisfied with:
The response that they have received via the Standard Complaints Channels and that has exhausted all avenues to resolution contained with the DCC Complaints Procedure.

The service that they are receiving from DCC or are concerned that DCC are not meeting the obligations that have been placed upon them.

Ensuring VIP engagement with the DCC Chief Executive and DCC Chairman is addressed within a systematic process, ensuring responses are via the correct channel. Content is sourced quickly from DCC SME’s; the messaging is appropriately drafted (dependent on audience)and all involved understand their service level agreement (SLA) obligations.
Where an external party is a VIP, Member of Parliament, Devolved Government or National Assembly*.
A CEO, COO or Chairman of a Company who has contacted DCC directly through any means, including but not limited to - Letter, E-Mail, Phone Call, Logged complaint on DCC website or via any recognised mainstream social media platform.
OFGEM, BEIS, SECAS or any forums attached to those bodies.
Any approach from the Press/Media/Social Media on behalf of members of the public.
What you'll be doing
The High
- Level Escalations and Complaints Manager has a key role within the Customer Service Operation.
The role holder will support the daily end to end management of the High-Level Escalation (HLE) and Complaint’s function reporting into the Senior Retail Service Manager who is accountable for:
The DCC Complaints function and associated policies, including regular reviews.
Adherence to the DCC Complaints policy, and High-Level Escalation (HLE) Process in all cases.
Quality Assurance around the customer experience journey, specifically related to complaint and escalation activities.
Continuous Improvement around both the Complaints and HLE policies and processes, ensuring best practice is always maintained and changes are managed in collaboration with DCC Regulations.
Leading, influencing and facilitating resolution through ownership and investigation of complaints, with a focus on improving the suppliers/consumers experience of DCC.
Managing Stakeholder relationships across all levels of the organization up to and including EXCO.
Providing assurance to EXCO that all HLE responses are addressed in collaboration with DCC Legal and DCC Regulations, and that assignment, investigation and resolution is achieved with efficiency and to the satisfaction of all parties.
Ensuring all VIP/MP/MSP/MSs/MLA* complaint engagement with the DCC CEO and DCC Chairman is recorded and tracked, and that the most appropriate channel is used to respond and resolve.
Updating of the audit log of all complaints and HLE’s.
Ensure customer experience learning is shared across DCC and DCC’s Suppliers, from received complaints to deliver continual service experience improvement actions.
What we're looking for
Educated to Degree level or Equivalent and/or at least 3 years’ experience within the Energy industry or similar
Extensive understanding of the regulatory environment for complaint handling and customer care, including working knowledge of key regulators, Energy industry obligations and Regulations
Excellent understanding of the key components of dispute resolution, including strong influencing and negotiating skills
Stakeholder Management Experience
Objective approach to Problem solving and comprehensive analytical skills
Strong interpersonal and communication skills, both written and verbal, with experience in creating external communications in line with defined policies
Making sense of complex information to inform critical decision making
Excellent organisational skills, and the ability to produce concise and timely updates to support the completion of a variety of audiences including Board level
Ability to work under pressure, showing resilience to competing demands
Ability to work to targets and tight deadlines with excellent attention to detail
Demonstrates tact, diplomacy, resilience, empathy and assertiveness
‘Can Do’ attitude, focused on outcomes
What's in it for you?
Become part of our team at DCC and you’ll find an inclusive culture which prizes mutual respect, innovation and high performance. It all adds up to make DCC a great place to work. Hard work deserves great benefits, and we offer our colleagues a range of reasonsto enjoy their time at DCC:
Bonus scheme
Pension
Private medical insurance.
Car allowance
Extensive personal development and training opportunities
Hybrid working - Many of our people work 1 to 3 days in the office..
Flexible holidays - increase your standard 25 days by purchasing extra days.
Dental plan.
Cycle to work scheme
Childcare vouchers
Headspa