Energy Specialist

As a family ran business created in 2017, we have helped customers make savings by offering customers fair value for their energy and reduce their carbon footprint. Having weathered recent market turbulence OTM has proved to be a forward thinking and resilient supplier with well over 100k domestic customers.

Our customers are our priority, and it all starts in the heart of our office the Customer Service quarters. OTM’s “ONE team” value holds us accountable for delivering service at a high standard and resolving complaints by taking the problem away from the customer. We empower you to grow with us, drive your own development, be creative and proactive with your solutions for all and vulnerable customers.

Our customer centric nature drives us to treat each customer as if they are the only customer we have. Each day presents new opportunities for our customers to express themselves and share their needs with us. The trust is placed in your hands to understand our customers circumstances and driving fair outcomes leaving a memorable experience.

Here at OTM we care about each other and our business. We kill complexity and aim to leave a legacy. Treating each other with respect is important as is sharing constructive feedback to support growth of our teams. We embrace our differences, play to our strengths, and bring forward bright ideas, lasting solutions and think of business continuity and improvements to ensure we deliver a consistent world class service. We’re invested in our people as they are the pulse and face of our brand leading us to success.

**About the role**:

- As an Energy Specialist - Complaints Handler, you will play a key role in representing OTM and delivering a fair and consistent service to our customers.
- Ensure the complaints are handled to the highest possible standard, in accordance with internal and external requirements and within the agreed SLAs, ensuring that the customer is informed of all progressive activities.
- Reaching fair and appropriate compromise to prevent regulatory escalations.
- Fully investigate the complaint and for you to personally resolve the issue, working closely with other teams and sharing appropriate feedback for training requirements or business improvements.
- Maintain accurate and comprehensive records of complaints, actions taken, and resolutions achieved.
- You’ll be engaging with customers, showing empathy, building rapport, remaining professional, honest, and transparent when providing resolutions to complaints, which may involve intense investigations, complex solutions through liaising with several internal and external parties.
- Taking full ownership and responsibility of managing and providing end to end resolutions for all complaint types.
- Taking challenging situations and converting these into positive and fair outcomes.
- You’ll be one step ahead by future proofing and completing full account health checks to prevent future contact or repeat/further complaints.
- Ensure compliance is always at the forefront of your mind and everything you do is in accordance with regulatory guidelines and company policies.
- Stay informed about changes in regulations and best practice affecting complaints handling processes or customer service.
- Be fully cross trained in all areas of customer service tasks to ensure first time resolutions are achieved and complex cases are supported with future dated resolutions where required.
- To be flexible in managing customer contact from customer service through to complaints should complaint numbers decrease, and the resources are required in other areas of the business.

**About You**:

- Experience of working in a busy customer service centre and complaints team (essential).
- Energy industry experience (essential).
- Someone who articulates well, is efficient and persuasive when required.
- Has excellent written & verbal communication and analytical skills and the ability to use all methods of communication when supporting customers.
- Enthusiastic, proactive, and comfortable with conflict resolution and supporting/resolving all complaint types.
- Ability to remain calm and professional in challenging situations.
- Has a curious mind, enjoys problem solving using proven methodologies and learning new ways to identify and manage improvements.
- Manages workload independently, is a team player and open to providing support as well as receiving support from others.
- Ability to collaborate with other individuals across the business to resolve the complaint in an efficient and timely manner.
- Good Knowledge of business processes and systems.
- Accuracy and attention to detail to a high standard.
- Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
- Passionate about what they do and about making a difference for the customer, the team and the business.
- Positive and flexible attitude.
- Proficient with Microsoft Word and Outlook.

**Salary**: £22,000.00-£