Complaints Executive

As a Complaints Executive, you will be the main point of escalation for customer complaints (B2B). You will provide a professional and excellent level of service at all times by managing customers’ queries and expectations. You will need to report on the level of complaints and provide analysis on this to the wider business.

Salary on offer is between £26,000 - £28,000 depending on experience. This role will be working on site in central coventry 2 minute walk from the Train station. You will also only have to work Monday - Friday between 8:30am - 5:30pm - No weekends 

Duties:

• Management of the complaints emails and ensuring customers are responded to within a timely manner
• Manage high profile complaints – (EHU, Ombudsman, MD, media, social media and trust pilot)
• To assist in creating and rolling out training for to the wider company
• Regular spot checking of complaints raised and closed
• Coaching team members across the business
• Ofgem reporting – collating and analysing complaints to produce the monthly and quarterly reports
• Identifying potential risks and reviewing processes and procedures where necessary
• Reviewing complaints procedures to ensure they remain industry compliant

Experience:

• Proven experience in complaints handling
• Knowledge of billing processes and account management
• Background within the Utility industry would be desirable
• Excellent communication and problem solving skills
• Excellent telephone manner
• Good IT literacy - Microsoft packages including intermediate Word and Excel
• Able to communicate effectively
• Flexibility on working hours depending on business needs