Complaints & Escalations Advisor

1 week ago

Leicester, United Kingdom PPL PRS Full time

Here at PPL PRS we have an opportunity for a Complaints & Escalations Advisor to join our team. The role will assist the Escalations and Complaints Manager with the day-to-day escalations and complaints that come into the business, investigating, providing feedback and working towards a fair resolution for both the Customer and the Business.

Hours of work will be 9-5, Monday - Friday (subject to change if the Team Manager assesses business demand).

Key responsibilities 

  • To present a professional image of the company and provide effective/excellent service to all customers, so that a positive first and lasting impression is made.
  • To efficiently manage complaint cases to resolution, along with reviewing and providing effective feedback on escalated call review requests and manager escalations. Ensuring all customers are treated fairly and in line with our business processes, values and code of conduct.
  • To conduct thorough investigations into your assigned cases, to ensure correct outcomes are achieved.
  • To liaise with relevant departments and stakeholders to ensure all information and feedback provided to cases is clear and accurate.
  • Ensure all complaints are handled within the timeframe set out in the PPL PRS Code of Con-duct.
  • To provide a professional feedback service to colleagues involved in complaint cases, creating a culture of continuous improvement within Business areas.
  • Maintain accurate records on the Company’s internal systems providing a clear and concise audit trail.
  • To report any identified breaches in processes and procedures to the Line Manager of the respective Business area, so that corrective action can be implemented to remedy the breach.
  • Ensure that we are constantly achieving the highest standard of QA scores, 75% or above.

You will have 

  • Case Handlers seekers, problem solvers, investigators and analysts at heart, they thrive on investigative work; tracking down information, asking the right questions, knowing where to look and collating everything they have found to gain insights that can be used to make decisions.
  • You will have excellent written and verbal communication skills, ideally with experience of writing letters. You will be able to work to deadlines whilst maintaining a high level of accuracy, and thrive in a busy, fast paced environment.
  • Preferred experience of working within a Complaints Team or Escalations Department.

PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.

  • Complaints Advisor

    4 weeks ago

    Leicester, United Kingdom PA Housing Full time

    A little bit about what we are looking for...We are looking for a strong Complaints Advisor to join us on a fixed term contract until 1st June 2025.Your role will be to enhance our residents' experience by effectively managing and resolving complaints and inquiries across various communication channels. As the first point of contact for residents, you will...

  • Customer Complaints Advisor

    5 months ago

    Leicester, United Kingdom Yü Group Full time

    **Description**: **Reports to**: Complaints Manager **Location**: Leicester LE3 5BZ **Working hours**: Monday to Friday, 37.5 hours a week *** Based in Leicester, we are looking to expand our Customer Success Team due to continued success & growth and have created an exciting opportunity for an experienced complaints advisor, ensuring an excellent...

  • Customer Complaints Advisor

    5 months ago

    Leicester, United Kingdom Yü Group Full time

    **Description**: **Reports to**: Complaints Manager **Location**: Leicester LE3 5BZ **Working hours**: Monday to Friday, 37.5 hours a week *** Based in Leicester, we are looking to expand our Customer Success Team due to continued success & growth and have created an exciting opportunity for an experienced complaints advisor, ensuring an excellent...

  • Customer Complaints Advisor

    5 months ago

    Leicester, United Kingdom Yü Group Full time

    **Description** **Reports to**: Complaints Manager **Location**: Leicester LE3 5BZ **Working hours**: Monday to Friday, 37.5 hours a week**Based in Leicester, we are looking to expand our Customer Success Team due to continued success & growth and have created an exciting opportunity for an experienced complaints advisor, ensuring an excellent standard of...

  • Customer Complaints Advisor

    5 months ago

    Leicester, United Kingdom Yü Group Full time

    DescriptionReports to: Complaints ManagerLocation: Leicester LE3 5BZWorking hours: Monday to Friday, 37.5 hours a week Based in Leicester, we are looking to expand our Customer Success Team due to continued success & growth and have created an exciting opportunity for an experienced complaints advisor, ensuring an excellent standard of service is provided...

  • Complaints Resolution Specialist

    3 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    Job DescriptionWe are seeking a skilled Complaints Advisor to enhance our residents' experience by effectively managing and resolving complaints and inquiries across various communication channels.Key Responsibilities:Allocate work to the team to meet priorities and deadlines, managing and monitoring outputs to meet quality and performance standards.Triage...

  • Complaints Resolution Specialist

    4 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesManage and resolve complaints and enquiries across...

  • Complaints Resolution Specialist

    4 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesAllocate work to the team to meet priorities and...

  • Complaints Resolution Specialist

    4 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesManage and resolve complaints and enquiries across...

  • Complaints Resolution Specialist

    4 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to join our team on a fixed-term contract until 1st June 2025. As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired outcomes.Key ResponsibilitiesManage and resolve complaints and enquiries across...

  • Complaints Resolution Specialist

    3 weeks ago

    Leicester, Leicester, United Kingdom PA Housing Full time

    About the RoleWe are seeking a skilled Complaints Advisor to enhance our residents' experience by effectively managing and resolving complaints and inquiries across various communication channels.As the first point of contact for residents, you will play a crucial role in understanding their concerns, the impact of their complaints, and their desired...

  • Customer Complaints Resolution Specialist

    2 weeks ago

    Leicester, Leicester, United Kingdom Yü Group Full time

    About the RoleWe are seeking an experienced Complaints Management Advisor to join our team. As a key member of our Customer Success Team, you will be responsible for managing complaints from beginning to end, ensuring an excellent standard of service is provided and maintained to our customers.Key ResponsibilitiesManage complaints and customer escalations in...

  • Customer Service Resolution Specialist

    4 days ago

    Leicester, Leicester, United Kingdom PPL PRS Full time

    PPL PRS is seeking a Complaints and Escalations Advisor to assist the Escalations and Complaints Manager in handling day-to-day escalations and complaints. The ideal candidate will have excellent written and verbal communication skills, with experience in writing letters and working within a Complaints Team or Escalations Department.Key...

  • Complaints Resolution Specialist

    1 week ago

    Leicester, Leicester, United Kingdom PPL PRS Full time

    At PPL PRS, we are seeking a Complaints Resolution Specialist to assist the Escalations and Complaints Manager in handling customer complaints.This role involves investigating complaints, providing feedback, and working towards a fair resolution for both the customer and the company.The successful candidate will have excellent written and verbal...

  • Senior Complaints Manager

    2 weeks ago

    Leicester, Leicester, United Kingdom Yü Group Full time

    About the Role:We are seeking a highly skilled and experienced professional to join our team as a Senior Complaints Manager. The ideal candidate will have a deep understanding of Complaints and technical aspects of the Energy industry. They will be responsible for leading the Complaints Department to provide the highest level of customer service and...

  • Complaints Handler

    5 months ago

    Leicester, United Kingdom Recra Consulting Full time

    **Recra **is currently recruiting for a **Complaints Handler** for their well-known client within the **LE4**, this business is a market-leading and fast-growing business. It's an ideal time to join a business that could offer future progression and development. **Job Details**: - The job is all about connecting with the customer and doing everything you...

  • Customer Complaints Resolution Specialist

    3 weeks ago

    Leicester, Leicester, United Kingdom Yü Group Full time

    Job DescriptionWe are seeking a skilled Complaints Management Professional to join our team at Yü Energy. As a Complaints Resolution Expert, you will be responsible for managing complaints from beginning to end, ensuring an excellent standard of service is provided and maintained to our customers.Key ResponsibilitiesManage complaints and customer...

  • Automotive Service Advisor

    4 weeks ago

    Leicester, Leicester, United Kingdom ASI Recruitment Full time

    {"h1": "Service Advisor Wanted in Leicester", "p": "We are seeking a highly motivated and customer-focused Service Advisor to join our expanding family-run dealership in Leicester. As a Service Advisor, you will be responsible for greeting customers, scheduling services, and providing additional services including service plans. You will also handle customer...

  • Complaints and Enquiries Team Leader

    5 months ago

    Leicester, United Kingdom Cadent Gas Full time

    **Complaints and Enquiries Team Leader** **Contract Type**:Permanent** **Location: Leicester - Aylestone Road - Office Based** **Salary £31,287 - £36,808 per annum, dependant on experience** **About The Role** We have an exciting, new opportunity for a Complaints and Enquiries Team Leader to join our East of England network. As a Complaints and...

  • Senior Complaints Manager

    2 weeks ago

    Leicester, United Kingdom Yü Group Full time

    DescriptionReports to: Head of Customer ContactLocation: Leicester LE3Working hours: Monday to Friday, 37.5 hours a week We are looking for a Senior Complaints Manager. The role will involve you working closely with all departments in the business and having regular meetings with exposure to senior management. This role requires somebody to have an in-depth...