Complaints Handler

First Line Complaints Handler

£26,500 PA

Bolton/Hybrid (2 days a week in office expectation)

Monday-Friday, 37.5 hours per week

The Role

Love Energy Savings are passionate about treating our customers fairly throughout the full sales process and beyond. We are on the hunt for highly professional First Line Complaints Handlers who are well organised and able to manage a busy and varying workload.

Complaints Handler main duties to include (but not limited to):

- As a Complaints Handler, you will be responsible for handling complaints at the first stage of the complaints process (i.e., Customer Contact, Trustpilot reviews etc) and lower risk complaints. It is the responsibility of the Complaints Handler to try and efficiently resolve complaints to the best of their ability, prior to them escalating to the final stage of the complaints process.
- Handling complaints in line with the company complaint policies and SLA’s, investigating all customer complaints fairly, thoroughly, and independently.
- The Complaints Handler will be responsible for protecting the company brand by assessing whether errors have been made and requesting reasonable redress where appropriate.
- The aim of the role is to provide a resolution to the customer within 4-6 weeks (8-week complaints process) and prevent escalations to the final stage of the process.
- Liaising with operational stakeholders and suppliers to check whether errors have been made, considering all evidence available and any potential impact/risk.
- Providing clear and constructive feedback to the business where shortfalls have been identified driven by Advisors and/or in processes.

Complaints Handler experience/skills:

- Complaint handling experience essential (escalated complaint handling experience is an advantage).
- 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.
- Ability to work well under pressure.
- Experience in energy/utilities B2B is an advantage.

A Bit About Us

We’re the UK’s Favourite Energy Retailer helping businesses and households make savings on their utilities. Since 2007, we’ve grown into one the UK’s leading energy comparison experts, carrying out almost 400,000 switches to save customers over £100m on their gas, electricity, water and telecoms.

Why Join Love?

Our Teammates are the heart and soul of our business, and every single person has an important part to play in driving our success. We firmly believe that happy Teammates result in happy customers, so we like to have a little fun along the way.

Our social calendar is loaded with awards days, incentives, and social activities to keep hearts pumping and recognition front of mind.

Take a Peek at Some of Our Benefits
- Access to Love Loyalty Club.
- Healthcare package.
- 25 days holiday plus an additional day service for each year of service, capped at 28 days. Plus, bank holidays (Pro Rata).
- Employee discount scheme.
- Exciting social events including themed celebrations and parties, charity functions and conferences.
- A secure future through our Pension plan.
- Enhanced Maternity and Paternity package.
- Refer a Friend Scheme rewarding up to £300 in vouchers
- On site gym
- Onsite café
- Free parking
- Cycle to work Scheme.

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 so we can assist you.

**Job Types**: Full-time, Permanent

Pay: £26,500.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- On-site gym
- On-site parking
- Store discount
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Work Location: In person