Complaints Handler

First Utility
£22,000 per annum
16 Jan 2019
23 Jan 2019
Contract Type
Full Time
Job Title: Ombudsman Resolution ExecutiveHours: Monday - Friday between 08:30 - 19:00 on a rotational shift
We are currently looking for two experienced complaints handlers to join our Ombudsman and Executive Complaints team.
As a Complaints Resolution Adviser you will be responsible for the administration and resolution of all escalated customer complaints. You will be required to use your initiative, problem solving and analytical skills to resolve them as quickly and efficiently as possible, to the highest possible standard. You will be required to liaise with the energy ombudsman to bring a customers complaint to a resolution.
The day to day role:
  • Take ownership of individual cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within the agreed SLAs
  • Coordinate internal stakeholders to ensure a swift and complete resolution to issues and where necessary escalate to the appropriate channels when this is not forthcoming
  • Research case history, seeking specific information in order to resolve cases/complaints
  • Prepare clear, comprehensive and informed response letters/emails, acceptable to the Ombudsman.
  • Ensure we are able to investigate and evidence previous complaints to provide to the Ombudsman services
  • Ensure that we resolve the ombudsman complaint in a timely manner to avoid a charge against First Utility
  • Able to adapt to several tones of voice and maneuver between informal and formal, competently dependant on complaint type.
  • Responsible for ensuring multiple complaint types are acknowledged and resolved within a timely and professional manner, specific to their type.
  • Handle customer escalations; ensuring call-backs are completed on day or by the end of the next business day without fail
  • Handle inbound calls and make outbound calls to customers as and when required
  • Handle any challenging calls and situations in a calm and professional manner
  • Mandated to approve appropriate redress and compensation to customers
  • Identify any areas of improvement to continue to enhance the customer experience
  • Operate and maintain customer-related information systems
  • Ensure all record keeping of complaints is accurate and up to date at all times
The essential criteria:

  • Be familiar with energy utilities having worked in a similar regulated environment
  • Understand the ombudsman process from start to finish
  • Show the ability to demonstrate high level complaint handling
  • Strong customer service, negotiation and resolution skills
  • Demonstrates good organisation and time management skills
  • Self-motivated and can work unsupervised
  • Desire to take ownership of issues and 'go the extra mile'
  • To be proficient in letter writing and call handling
  • Demonstrate resilience and tenacity

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