Job Description
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 do 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 & respectful way. You will coach the wider Operations Team on how to deal with complaints effectively; helping individuals to grow and to be able to deal with 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 & developing the wider team on effective complaint handling
5. Understanding of external regulations for gas, electricity, water and how these affect how ESPUG handle complaints
6. Pro-actively managing complaints received via ESPUG’s so...