Third party complaints advisor

Job Title: Resolver Resolution Advisor (6 month secondment x2) (Third party complaints advisor)

Team: Customer Experience

Office: Coventry

Hours: Full time 37.5 hours per week

Our journey:

At Shell Energy, we believe that home energy matters. It’s more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.

It’s the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we’re all about.

We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don’t you help us get there?

Who you’ll work with:

We’re ambitious with a pace to match, and as part of one of the world’s largest companies, the opportunity and ability to push forward is greater than ever before.

We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through.

Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team.

A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you’ll be able to apply and develop your skills and knowledge as part of a collaborative team that’s helping to innovate.

Your part in our journey:

As a Customer Resolution Executive you will be responsible for the administration and resolution of all customer complaints, disputes and complaints, within the Resolution Centre. You will be required to use your initiative, problem solving and analytical skills to resolve them as quickly and efficiently as possible. You will also be required to work on the inbound line to direct customers to their case handler.

Your part in the team:

• Take ownership of individual cases/complaints received from a third payment channel, Resolver
• Ensure the complaints are handled to the highest possible standard of customer care and within the agreed SLAs to ensure we maintain our Resolver Recognised Award
• The complaints received from Resolver will tell you what the issue is and what resolution the customer is seeking, the complaint will only be handled by yourself from day 1
• Where appropriate issue a deadlock letter if the complaint cannot be resolved within 8 weeks or if the complaint has exhausted our internal complaints process
• Coordinate internal stakeholders to ensure a swift and complete resolution to issues and where necessary escalate to the appropriate channels when this is not forthcoming
• Research case history, seeking specific information in order to resolve cases/complaints
• Prepare clear, comprehensive and informed response letters/emails
• Responsible for ensuring forum based complaints are acknowledged and resolved within a timely and professional manner
• Handle customer escalations; assuring call-backs are completed on day or by the end of the next business day without fail
• Take inbound calls to handhold customers to their case handler, preventing escalations where possible
• Ensure calls are dealt with in a professional, compliant and efficient manner
• Proactively make outbound calls to customers as and when required
• Mandated to approve appropriate redress and compensation to customers
• Identify any areas of improvement to continue to enhance the customer experience
• Operate and maintain customer-related information systems (Complaints Management tool)
• Participate in training as requested
• Ensure all record keeping of complaints is accurate and up to date at all times
• Comply with all company policies and procedures associated with the role

What you’ll need to help you make the best of the role:

• Show the ability to demonstrate complaint handling
• Strong customer service, negotiation and resolution skills
• Demonstrates good organisation and time management skills
• Self-motivated and can work unsupervised
• Desire to take ownership of issues and 'go the extra mile'
• To be proficient in letter writing and call handling
• Demonstrate resilience and tenacity

The nice to haves:

• Be familiar with energy utilities having worked in a similar regulated environment

Job Types: Full-time, Permanent

Salary: £24,750.00 per year

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Coventry, CV4 8HS

Application deadline: 02/05/2023
Reference ID: 3324 Res Adv