Position: Complaints Handler
Location: Fleetwood, Lancashire
Your role will be to deliver exceptional customer service when dealing with escalated complaints. Using your exceptional communication skills, you will build relationships with our customers and external partners to deliver on commitments, expectations, and regulatory deadlines.
Inter-departmental relationships are key to this role and you will liaise with other teams as you work towards business objectives and driving the business forward.
No two days are the same in this fast paced but enjoyable work environment!
Who are we?
At Ruby Energy, we are more than just energy suppliers; we are champions of your progress, specifically tailored to empower SMEs. Our foundation is built on providing bespoke energy solutions that blend innovation with adaptability, ensuring that your business’s unique energy needs are met with precision.
Our Journey
Launched in 2002, we’re experts in commercial utilities and we know what it takes to deliver high levels of customer service. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we are positioned to serve businesses across the UK with dedication and excellence.
The Ruby Way
Ruby’s values are at the heart of everything we do:
Collaborative: We ensure your voice is heard. We listen to our customers and strive to deliver strong, responsive customer service.
Human: We give a personal touch and support to our customers and each other, treating everyone with respect and understanding.
Committed: We use innovative solutions to improve our services and always stick to our word.
We pride ourselves on delivering consistently high levels of customer service and innovative products to organisations across all industries. Our vision is to become the best independent commercial energy supplier in the country. We aim to provide contracts that are straightforward, competitive, and most importantly, tailored to your business needs.
Investing in the Ruby Community
We are committed to fairness, transparency, honesty, and professionalism. By heavily investing in our people, processes, and systems, we continuously improve our customer engagement and service offerings.
Main Responsibilities (but not limited to):
* Deal with Customer Complaints and communicate effectively across multiple inbound and outbound channels.
* Work to key SLAs both internally and with external partners such as the Ombudsman, EHU and Citizens advice to ensure our customers interactions and processes exceed standards.
* Use detailed knowledge and investigative skills to fully resolve complaints holistically across a customer’s account.
* Future proof the customer experience by educating customers and updating all relevant records.
* To ensure compliance and delivery of all SLA’s / Performance Standards, addressing issues and escalating where necessary.
* Working closely with departments across the business and external BPO partners.
* Follow through on customer promises.
* Identify trends and solutions to wider customer impacting scenarios and work with the Vendor Quality Assurance team to provide workable solutions.
* Work within clear guidelines set by the business and authorisation levels.
Requirements to be considered:
* Proven numerical and analytical skills to a high standard.
* Microsoft Office proficiency.
* A high level of confidentiality.
* Strong communication skills, both written and verbal.
* Flexibility and willingness to learn.
* Enjoy working with people.
* Ability to work as part of a team.
* Ability to work accurately, with attention to detail.
* Working hours – Monday to Friday.
What you need to do now…
If you would love to join us as our new Complaints Handler, we encourage you to apply now!
Be part of our bright future and chat to Ruby today!
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