Enquiries and Complaints Advisor
- Recruiter
- Confidential
- Location
- Leicester
- Salary
- Competitive
- Posted
- 30 Jul 2021
- Closes
- 25 Aug 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Temporary
- Hours
- Full Time
An exciting opportunity has arisen to join a leading utilities supplier as an Enquiries and Complaints Advisor, our client is currently seeking an Experienced Enquiries and Complaints advisor based in Leicester, LE2. This a full-time ongoing temporary contract paying GBP20069 equivalent to GBP10.42 per hour based on a 40 hour week. Working shift patterns that are either 8am-4.30pm or 9.30pm-6pm Mon - Fri (to be confirmed).
Your day to day duties will include:
Deliver quality work, concentrating on data accuracy and completion within a timely manner
Contribute to the team delivery of excellent customer service, aim to understand the customers' needs and the team impact to customer satisfaction scores in line with RIIO objectives
Apply customer excellence techniques to handle all customer enquiries and complaints via email and telephone. Deliver a complete resolution to all customer enquiries. Including taking responsibility for ongoing relationship management
Work with others co-operatively and flexibly within a team to achieve the collective goal. Maintain excellent working relationships with the business, and immediate colleagues
Demonstrate knowledge of Following processes and activities.
Participation in continuous improvement forums to ensure that we are constantly improving the level of service we provide
Handling customer interactions about Emergency Response and Repair (ER&R) activities or domestic connections
Actioning complaints and ensuring that we are meeting our RIIO targets.
Understanding and investigating any feedback we obtain from our customers about ER&R or domestic connections processes.
Providing written communication to customers in response to enquiries and complaints.
Obtaining ownership of customer enquiries received via various communications
Liaison with internal and external stakeholders for customer resolution and ensure any necessary feedback or learning is provided.
Obtain customer insights to be shared so that we can better our service and improve customer satisfaction.About You
Clear proven experience of Customer services via a similar environment.
Ability to plan your own workload and balance conflicting priorities with minimal real time supervision
A strong team player who is capable of building and maintaining working relationships inside and outside your team
Effective communication techniques, either over the phone or email.
Strong letter writing skills
Experience of delivering excellent customer service and can demonstrate a strong customer focus and can actively listen to customers
You will have the confidence and capability to deal with many and varied sets of customer circumstances and advise the customer on a range of options that apply to their situation
Your day to day duties will include:
Deliver quality work, concentrating on data accuracy and completion within a timely manner
Contribute to the team delivery of excellent customer service, aim to understand the customers' needs and the team impact to customer satisfaction scores in line with RIIO objectives
Apply customer excellence techniques to handle all customer enquiries and complaints via email and telephone. Deliver a complete resolution to all customer enquiries. Including taking responsibility for ongoing relationship management
Work with others co-operatively and flexibly within a team to achieve the collective goal. Maintain excellent working relationships with the business, and immediate colleagues
Demonstrate knowledge of Following processes and activities.
Participation in continuous improvement forums to ensure that we are constantly improving the level of service we provide
Handling customer interactions about Emergency Response and Repair (ER&R) activities or domestic connections
Actioning complaints and ensuring that we are meeting our RIIO targets.
Understanding and investigating any feedback we obtain from our customers about ER&R or domestic connections processes.
Providing written communication to customers in response to enquiries and complaints.
Obtaining ownership of customer enquiries received via various communications
Liaison with internal and external stakeholders for customer resolution and ensure any necessary feedback or learning is provided.
Obtain customer insights to be shared so that we can better our service and improve customer satisfaction.About You
Clear proven experience of Customer services via a similar environment.
Ability to plan your own workload and balance conflicting priorities with minimal real time supervision
A strong team player who is capable of building and maintaining working relationships inside and outside your team
Effective communication techniques, either over the phone or email.
Strong letter writing skills
Experience of delivering excellent customer service and can demonstrate a strong customer focus and can actively listen to customers
You will have the confidence and capability to deal with many and varied sets of customer circumstances and advise the customer on a range of options that apply to their situation