First Line Complaints Handler Salary - £27,162.50 Bolton/Hybrid (2 days a week in office) Monday-Friday, 37.5 hours per week The Role Love Energy Savings are passionate about treating our customers fairly throughout the full sales process and beyond. We are on the hunt for highly professional First Line Complaints Handlers who are well organised and able to manage a busy and varying workload. Complaints Handler main duties to include (but not limited to): As a Complaints Handler, you will be responsible for handling complaints at the first stage of the complaints process (i.e., Customer Contact, Trustpilot reviews etc) and lower risk complaints. It is the responsibility of the Complaints Handler to try and efficiently resolve complaints to the best of their ability, prior to them escalating to the final stage of the complaints process. Handling complaints in line with the company complaint policies and SLA’s, investigating all customer complaints fairly, thoroughly, and independently. The Complaints Handler will be responsible for protecting the company brand by assessing whether errors have been made and requesting reasonable redress where appropriate. The aim of the role is to provide a resolution to the customer within 4-6 weeks (8-week complaints process) and prevent escalations to the final stage of the process. Liaising with operational stakeholders and suppliers to check whether errors have been made, considering all evidence available and any potential impact/risk. Providing clear and constructive feedback to the business where shortfalls have been identified driven by Advisors and/or in processes. Complaints Handler experience/skills: Complaint handling experience essential (escalated complaint handling experience is an advantage) Ability to manage a varied workload with fixed deadlines Excellent attention to detail and ability to review situations holistically Ability to use policies, processes, and training to decide if an error has been made Confident liaising with operational stakeholders or suppliers to investigate complaints and seek advice Ability to explain/rationalise redress based on customer impact Strong working knowledge of Excel, Word and Outlook & can quickly learn and utilise several systems Experience of following processes, and prioritising workload in relation to risks and deadlines Excellent verbal and written communication skills Adaptable and able to learn quickly Team player Ability to work well under pressure Experience in energy/utilities B2B is an advantage A Bit About Us We’re the UKs favourite Energy Retailer, helping businesses and households make savings on their utilities. Since 2007 we’ve grown into one of the UKs leading energy comparison experts, carrying out over 500,000 energy switches. Why Join LOVE? Our Teammates are the heart and soul of our business, and every single person has an important part to play in driving our success. We firmly believe that happy Teammates result in happy customers, so we like to have a little fun along the way. We value the time of teammates and know it’s important to create a balance of work and home life, you’ll work Monday – Friday with no weekends or late evenings, with the opportunity of spending 2 days in the office and 3 days from home. Our sales social calendar is loaded with awards days, incentives, and social activities to keep hearts pumping and recognition front of mind. Take a Peek at Some of Our Benefits Hybrid working – 2 days office, 3 working from home Healthcare package 25 days holiday, with an additional day for every year of service, capped at 28 days Employee discount scheme Exciting social events including themed celebrations and parties, charity functions and conferences Sociable working hours Fantastic progression opportunity with clear succession planning and the opportunity to complete qualifications A secure future through our Pension plan Refer a Friend Scheme rewarding up to £300 in vouchers On site gym Discounted food from a very own shack If you are ready to pursue the road to adventure, grow with a successful, award-winning energy consultancy, and work in a role you're destined to LOVE, don’t hold back Get in touch We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.