Senior Customer Service Advisor - Complaints

Ofgem plays a key role as the administrator of a number of Government environmental and social programmes. This includes the assessment of a large volume of applications to verify eligibility, authorising payments to participants, and handling enquiries from current and potential participants.

The purpose of this role is to contribute to the management of the complaints and disputes service. The role focuses specifically on the key outputs and deliverables below.

Key Responsibilities

• Triage complaints and allocate to the appropriate team. Follow internal operating procedures to ensure all complaints are responded to within required timescales.
• Interacting and communicating with current and potential participants in a clear and logical manner.
• Accurately log all complaints and disputes and provide data to the teams as required.
• Making recommendations to the Standard Operating Procedures to ensure robust and efficient processes.
• Making a case for referral to the Fraud, Compliance and Audit Teams, where necessary

Key Outputs and Deliverables

• Ensure complaints and disputes are acknowledged, logged and assigned in line with agreed procedures.
• Collate information to assist with the investigation of complaints and disputes.
• Review and analyse information provided from applicants.
• Engage with customers, consultants and potential participants via phone and email.
• Provide support on related issues across the team on an ad-hoc basis.

Key Stakeholder Relationships

In relation to day-to-day delivery, and operational scheme development:

Internal – Senior Management; IT; Fraud and Development teams

External –Scheme applicants and participants, consultants and trade associations

Essential & Desirable Criteria

Essential The essential criteria for this role is:

• Experience of working within a customer service environment. (LEAD)
• Experience in working within a case management environment.
• Excellent written and verbal communication skills.
• Proven ability to deliver operational processes and meet Service Level Agreements and Key Performance Indicators.
• Demonstrable experience of working well in a team.
• IT literate including Microsoft Office (Outlook, Word and Excel).

Desirable The desirable criteria for this role is:

• Experience of handling complaints.
• Experience of working on Microsoft dynamic software, particularly in relation to information processing.

To be considered for this role, please submit an application via Civil Service Jobs following this link: https://bit.ly/3KVEmcS

Top tip for application, please tailor your 1250 word personal statement to the essential criteria in the PDF candidate pack.

Job Types: Full-time, Permanent

Salary: £25,750.00-£32,320.00 per year

Benefits:

• Company pension
• Flexitime

Schedule:

• Flexitime
• Monday to Friday
• No weekends

Work Location: Hybrid remote in London, E14 4PU

Application deadline: 08/05/2023
Reference ID: 284498