Job purpose Investigate complaints against company policies and procedures and regulatory guidelines. Provide complaint solutions to customers working towards an appropriate resolution and help protect the company brand. Ensure complaints are handled in line with process, procedures and within regulatory timeframes. Key Responsibilities and Accountabilities: • Handle escalated customer complaints received internally or through alternate customer feedback avenues. • Provide appropriate solutions and alternatives within the time limits. • Follow up to ensure resolution and customer satisfaction. • Keep records of customer interactions, process customer accounts and file documents in line with GDPR and best practice • Update BOXT admin platform regularly to ensure all information is being recorded correctly, accurately and timely for each job. • Monitor and create reports from complaint analysis including Trustpilot. • Assist compliance manager in providing all requested call recordings for the privacy inbox when required. • Adhere to all relevant legislation, manufacturing regulations and Company policies and procedures. • Ensure processes are adapted where customers may require additional support for special circumstances delivering a caring and compassionate service. • Any other duties which may be required from time to time by the Management Team and Board of Directors, in the course of your employment with BOXT. Person Specification - Skills, Knowledge, Qualifications, Experience, Personal attributes Essential GCSE (Or equivalent) Maths and English IT literate Professional and clear telephone manner Active listening skills Ability to use positive language Good command of English grammar and language for accuracy in written communication 12 Months’ Customer Service experience Understanding of a positive customer experience Familiar with owning a customer enquiry/ complaint through to resolution. Experienced in delivering a right first-time good outcome for a customer. Experience of working in a fast paced, vibrant and at times, pressured environment Caring and compassionate nature Driven to deliver a good outcome for customers. Patient and committed to excellence. Active listening and appropriate Empathy Focused on solution not problem Desirable NVQ Customer Service L2 CS Practitioner L3 Apprenticeship Standard 2 years experience in a similar role Experience in a technically driven business / energy providing business / Gas installation business. Familiar with Aircall system