Resolution Handler

**Resolution Handler**

**£23,000 PA**

**Bolton/ Part Remote**

**Monday-Friday 8:30am-5pm**

**How do we keep our family feel during these challenging times?**
- Live Instagram Q&As with the CEO and staff from all areas of the business
- Monthly Buzz Awards celebrating success across the business
- Social events planned by you and the Love Social Committee team
- Weekly business updates

**The Role**

Love Energy are passionate about treating our customers well throughout the full sales process and afterwards. Due to continued growth, we have new and exciting opportunities within our newly formed resolution and quality assurance department. We are onthe hunt for a highly professional Resolution Handler who is well organised and able to manage a busy and varying workload.

**Resolution Handler main duties include**:

- As the Resolution Handler, you will be responsible handling complaints that have been escalated Operations (i.e., first stage) and higher risk complaints where necessary
- Handling complaints in line with company complaint policies and SLA’s, investigating all customer complaints fairly, thoroughly, and independently
- The complaint handler will be responsible for protecting the company brand by assessing whether errors have been made and offering reasonable redress
- Liaising with operational stakeholders to check whether errors have been made, considering all evidence available and impact/ risk

**Resolution Handler experience/skills**:

- Escalated complaint handling experience is essential
- Ability to manage a varied workload with fixed deadlines
- Excellent attention to detail and ability to review situations holistically
- Ability to use policies, processes, and training to decide if an error has been made
- Confident liaising with operational stakeholders or suppliers to investigate complaints and seek advice
- Ability to explain/ rationalise redress based on customer impact
- Strong working knowledge of Excel, Word and Outlook & can quickly learn and utilise several systems
- Experience of following processes, and prioritising workload in relation to risks and deadlines
- Excellent verbal and written communication skills
- Adaptable and able to learn quickly
- Team player
- Experience in energy/ utilities B2B is an advantage

**Working at Love has it perks Take a look at some of our benefits**
- **Access to Love Loyalty Club and exclusive shares**:

- **Healthcare package**:

- **Competitive Holiday entitlement**:

- **Employee discount scheme**:

- **Exciting social events including themed celebrations and parties, charity functions and conferences**:

- **Sociable working hours**:

- **Fantastic progression opportunity with clear succession planning and the opportunity to complete qualifications**:

- **An experienced and committed Learning and Development team providing a warm welcome, training and on-going coaching**:

- **Regular incentives and rewards including the monthly Buzz Awards recognising best newcomers, top performers and service heroes**:

- **A secure future through our Pension plan**:

- **Refer a Friend Scheme rewarding up to £300 in vouchers**:

- **Branded Clothing**

If you are ready to pursue the road to adventure, grow with a successful, award winning energy consultancy, and work in a role you're destined to LOVE, don’t hold back Get in touch
- We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us sowe can assist you.