Job Advert
Customer Resolution Specialist
The Customer Resolution Specialist role is working as part of ESPUG’s Customer Operations Team to ensure we offer all our customers and consumers the best possible service, even when things go wrong. Ensuring that ESPUG does not breach any external regulations that lead to compensation payments and reputational damage for our organisation.
You will embed empathy into our complaints process and deal with escalations in a calm and respectful way. You will coach the wider Operations Team on how to deal with complaints effectively; helping individuals to grow and be able to deal with them in a timely, professional, and respectful manner.
Key Accountabilities
1. Investigating complaints appropriately to deliver the right outcome.
2. Providing the best customer experience when handling customer and consumer complaints in writing, over the phone, and on social media.
3. Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems.
4. Coaching and developing the wider team on effective complaint handling.
5. Understanding of external regulations for gas, electricity, water and how these affect how ESPUG handles complaints.
6. Proactively managing complaints received via ESPUG’s social media platforms.
7. Creating effective Complaints Reporting (volumes, classifications, resolution times, linked compensation payments, etc.).
8. Designing and delivering robust Complaint Handling training.
Responsibilities
1. Dealing with customer complaints through investigating the root causes of customer dissatisfaction and resolving complaints in line with procedures and regulatory requirements.
2. Delivering Complaints Reporting and Analysis to support with identifying themes and trends, suggesting process changes to enhance the customer and consumer experience.
3. Demonstrating and developing a sound knowledge of external regulations that ESPUG must adhere to when managing complaints.
4. Building strong relationships through effective communication with ESP’s customers, consumers, and internal stakeholders across all correspondence via email, telephone, and meetings (virtual or otherwise). Striving towards ESP’s strategic goals and the ability to go the extra mile to ensure a customer’s needs are met and exceeded.
5. Contributing performance data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offering feedback on what needs to be done to maintain or improve performance as needed.
6. Demonstrating ownership of core processes that are relevant to your role; promptly communicate any training needs, identify areas for improvement, and support the maintenance of process documentation (standard operating procedures, etc.).
7. Accountability for personal development by collaborating with the manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
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