Complaints Manager / Customer Service / Customer Relations
- Recruiter
- Networx Recruitment
- Location
- Nottingham, Nottinghamshire
- Salary
- £30,759
- Posted
- 01 Jun 2018
- Closes
- 22 Jun 2018
- Ref
- NTXDU308423
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Complaints Manager / Customer Service / Customer Relations / Energy
Nottingham Commutable from Derby, Mansfield and Loughborough
Salary £30,759
Our client is the first not-for-profit energy company owned by a local authority. They were set up by Nottingham City Council to tackle fuel poverty and give people a cheaper, better alternative to the Big Six. They are proud to be leading the way in trying to reduce fuel poverty for those who need help the most.
They are a national supplier, with over 100,000 customers and growing fast! They work with a number of other local authorities, such as Leeds, Liverpool, and Derby City Councils, by helping them to create their own energy brand in partnership with them. With others due to launch soon, they are proud to be at the forefront of publicly owned energy supply.
They currently have an exciting opportunity for a Complaints Manager, reporting into the Head of Customer Service and taking responsibility for the management and the reporting of all escalated complaints in a tightly regulated sector. You’ll handle executive complaints for Board Members and Senior Council Officers and act as the face of the company with key stakeholders such as The Energy Ombudsman, Citizens Advice and the Extra Help Unit.
Managing the day to day performance of a team of specialist complaints advisors, you’ll identify continued improvements in the team and will ensure that all cases are handled fairly and to a high quality standard. You’ll provide expert guidance on complaints, taking the required action to resolve them appropriately and delivering to operational and external budget controls. You’ll also prepare monthly complaint reports and present them to both executives and the board as well as reviewing all Ombudsman case files prepared by the team.
They are looking for someone who is educated to degree level or who has equivalent significant experience. You’ll possess proven experience of leading a team of specialist complaints advisors, ideally within the energy sector although this is not essential and other industries will be considered. Excellent English language skills both written and verbal are essential combined with a confident and professional telephone manner and experience of managing difficult and complex complaints cases. You’ll be efficient at managing your own time and communicating with colleagues and will show attention to detail and a commitment to quality.