MOA Complaints Manager
Aspect House, Blantyre G72 0HT
Salary - From 43,080 per annum plus annual bonus, excellent benefits and career progression opportunities
Full Time / Permanent
Closing Date: 15/10/2024
Role
At ScottishPower, we are committed to excellence in customer service and satisfaction. We strive to create a positive experience for all our clients and stakeholders. As part of our continuous improvement, we are seeking a dedicated and experienced Complaints Manager to join our team for an exciting opportunity to work in our Smart Metering Programme, working closely with our installation Partners.
The MOA Complaints Manager will work across all our Smart Meter Installation Partners to drive the best customer experience from our field operations, and the prompt and successful resolution of our metering complaints.
What you'll be doing
As MOA Complaints Manager your areas of focus will include:
* Resolving escalated complaints
* Improving complaints related processes between SP and MOAs
* Eliminating aborted complaint visits
* Ensuring accurate appointment generation for complaints visits
* Logistics of metering complaint resolution
* Maximising complaint close out, including tracking of related KPI information.
* Scheduling and attending approximately 500,000 metering appointments per year.
* Providing support across Customer Business to ensure business impacts are minimised due to any service issues.
All activities are underpinned by a contract which details the performance levels expected and with potential consequences where targets and standards are not met. You will support this activity by:
* Monitoring the various performance metrics relating to customer service on metering works to identify trends and issues.
* Challenging the metering agents on any poor performance and where appropriate create improvement plans with the metering agents and monitor subsequent progress.
* Developing new measures where appropriate working alongside the Reporting Team.
* Being the contact point between the business and the Smart Meter Installation Partners for any customer complaints.
* Working with the metering partners and managers across Customer Business to develop and improve the services provided.
* Ensuring, through the use of regular reporting, that the services are performing to agreed service levels and identify and implement robust action plans to deal with any identified issues.
* Fully engaging internal and external stakeholders to ensure service levels meet requirements.
* Supporting the MOA Complaints Analyst in the delivery of their works, and delegating complaints related works as appropriate.
What You'll Bring
* The ability to manage people and motivate them to meet and exceed performance measures and business objectives.
* High standards of customer service, knowing what it takes to resolve complaints and to recover the customer experience.
* Good knowledge of Customer Business value chain to identify and anticipate issues for the wider business from any metering related activity.
* Retrieve and collate data from various databases and provide meaningful reports.
* Previous management experience desired.
* Build sound working relationships with all internal customers and develop strong commercial relationships with external parties.
* Ability to drive forward projects and solutions within tight timescales.
* Excellent influencing and negotiation skills.
* Excellent communication skills and an ability to communicate effectively at all levels within organisations.
* Ability to stay calm under pressure and to take risk balanced decisions.
* Proven ability to generate continuous improvement in daily operations.
* Ability to look for improvements in operational processes.
* High degree of accuracy and attention to detail.
* Strong problem solving and analytical skills.
* Good facilitation and presentation skills.
* Sound understanding of the customers' needs.
* Identify improvement opportunities and drive changes efficiently.
What's in it for You
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.
At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow.
That's why our benefits include:
* 36 days annual leave
* Holiday purchase - perfect your work/life balance with extra annual leave
* Share Incentive Plan and Sharesave Scheme
* Payroll giving and charity matched funding
* Technology Vouchers - save more and spread the cost of your technology purchases
* Count us in - pledge to reduce carbon emissions and help fight climate change
* Electric Vehicle Schemes - to help you transition to green/clean driving
* Cycle to Work scheme and public transport season ticket loans
* Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
* Life Assurance (4x salary)
* Access to 'nudge' financial wellbeing support
* Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
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