Customer Relationship Advisor

Bathgate, West Lothian, Scotland
28 Jul 2017
25 Aug 2017
Elina Lund
Contract Type
Full Time

Job Title: Customer Relationship Advisor

Location: Bathgate

Salary: Competitive

The company was formed in February 2011 by a management team with over 20 years' experience in the energy services sector.

Job Overview:

The main purpose is managing all customer enquiries and achievement of service levels in line with service level agreements and key performance indicators.

Main Duties and Responsibilities:

  • Act as a focal point for escalated customer complaints.
  • Support the successful resolution of customer complaints both orally and written.
  • Deliver to agreed service levels.
  • Manage more difficult, sensitive and escalated calls and support customers through their customer journey.
  • If required provide a face to face appointment to gain additional information and produce a comprehensive report of the complaint (with both written evidence, witness statements and photographic evidence as necessary).
  • Provide and maintain a comprehensive tracker of live complaints ensuring regular contact is maintained between the customer and line manager and ensuring customer resolution so the tracker can be updated.
  • Produce a monthly report for inclusion in Company board report with focus on trend analysis.
  • Delivery of training on complaint handling and resolution as required.
  • Ensure Form of Discharge is completed when required and that signed forms are stored securely electronically (in line with the Data Protection Act)
  • Ensure provisions are in place to protect and support vulnerable customers and that all staff have training to identify and deal with such customers.
  • Support a continuous improvement culture.
  • Support the senior management team in delivering agreed strategic initiatives.
  • Instil a customer facing culture to deliver best in class services.
  • Manage projects and change that will improve the overall service delivery of the Department.
  • Build excellent relationships with clients

Qualifications/Experience required:

  • Successful customer journey experience with a focus on customer complaint resolution.

Skills Required:

  • Strong communicator who is organised and persuasive.
  • Genuine interest in helping and supporting people.
  • Able to create a professional image both internally and externally.
  • Meticulous attention to detail.
  • Excellent Customer Service background.
  • Project management experience desirable not essential.
  • Exceptional written and verbal communication skills.
  • Ability to assess situations and develop/implement improvement plans.
  • Can confidently deliver internal presentations.
  • Ability to work effectively at all levels of the Company
  • Commercial awareness
  • Excellent computer skills in packages such as Microsoft Outlook, Excel and Word, Visio and PowerPoint.
  • Previous experience using Databases.

Additional Requirements:

  • Disclosure Check (This will be completed during the on boarding process)

What They Offer:

  • Competitive Salary
  • Personal pension plan
  • Access to Flexible Benefits Scheme (including buy/sell holidays, childcare vouchers, discount to retailers, bike to work scheme and many more).
  • Work for PLC Company with option to join share save scheme.

Please click the APPLY button to send your CV and Covering Letter for this role.

Candidates with experience of; Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Services, Customer Assistant, Customer Aid, Customer Service Consultant, Customer Service Administrator, Customer Advisor, Business Support, Customer Services Officer