Customer Experience Analyst

2 weeks ago

London, UK, United Kingdom Brook Green Supply Full time

Job summary:

Brook Green Supply are an independent B2B energy supply company. You will be working alongside a vastly experienced team who have operated in the energy industry for many years, providing a fantastic career opportunity for a determined, flexible, and driven individual, with personal development and progression aligned to the continued growth and success of the business.


Essential functions of the job:

As a Quality of Customer Experience Analyst, your role will support delivering consistent outcomes for customer conversations. You will review voice and email customer conversations against Brook Green Supplies benchmark standards and provide feedback to the Team Leader community to enable individual colleague coaching.


You will also support customer conversations directly taking accountability for query escalations in accordance with our Complaints Process.


Quality of Conversation reviews:

You will review and analyse a 10% sample size of written communication and telephone calls to provide accurate and thorough feedback in line with our benchmark standards. This will involve activities such as reviewing the tone and quality of responses and ensuring that the customer service provided falls in line with our processes and procedures.


You will proactively manage your workload and be able to handle a high volume of data alongside a high level of attention to detail to be successful in the role and meet deadlines. You will be participating and reporting your findings to your manager in weekly meetings to discuss updates and ensure that SLAs are being met.


You will be a team player and when required, will be able to collaborate with different departments to provide suggestions to improve the customer experience. You will also draft reports of any trends identified and discuss these trends with the management team.


Complaint handling:

Where a customer has expressed dissatisfaction, your role will require you to handle escalations in

accordance with our Complaints Process and within the required deadlines. This will also include

handling Ombudsman Complaints.


This involves recording customer complaints, sending acknowledgement letters and holding responses and, communicating with customers directly either by way of telephone or email to fully understand the complaint.


You will be involved in investigating complaints to provide a suitable resolution for the customer and the business within deadlines. For this you will be required to collaborate and liaise with different departments, investigate the customers’ energy accounts to identify the issue and, draft case files and deadlock letters and Ombudsman responses in line with our process to issue a final response and resolution to the customer.


We are looking for candidates who are enthusiastic about learning a new role within Quality and

Complaints however, training will be provided.


Skills and experience required:

• Good understanding of the Energy Industry

• Willingness to learn with a proactive approach

• Good attention to detail to identify where standards are not being met and provide suggestions

of improvement

• Enthusiasm and drive to manage and review high volumes of qualitative data

• Excellent communication skills both written and verbal

• Problem solving and analytical skills to mediate an expression of dissatisfaction and provide a

reasonable outcome for the customer as well as the business

• Good drafting skills and willingness to learn the in-house style of drafting deadlock letters as

part of the Complaints Handling Process

• Good investigation skills and understanding of reviewing data across different platforms

• Good time keeping and prioritisation skills to meet deadlines as and when required

• Able to collaborate and work with different teams across the business

• Able to use Excel, Microsoft Word and PowerPoint as and when required


CFP Energy is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.

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