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Complaints and Enquiries Advisor

Contract Type: Permanent

Location: Leicester - Aylestone Road - Office Based

Salary £28,158 - £33,128 per annum, depending on experience

About The Role

We have an exciting, new opportunity for a Complaint and Enquiries Support to join our team based within our East of England Network!

As a Complaint and Enquiries Support, you will report directly into the Customer Liason Officer and will provide front line engagement with our customers and key stakeholders in delivering Cadent's vision and culture by focusing on the customer to achieve a suitable resolution for all customers queries.

You will also act as the public face of Cadent when responding to complaints and enquiries, and be responsible for the provision of front-line customer engagement, analysing and investigating root causes and making recommendations for improvements as appropriate as well as providing suitable resolutions.

Due to the nature of this role it is a full-time office based position only.

Key Accountabilities

• Handle Customer complaints and enquiries in relation to all of Eastern’s services including, ER&R, Connections, Non-Standard, energy operations, so a strong knowledge of Cadent’s business is essential
• Identify trends, provide necessary feedback and analysis in regard to complaints and enquiries with a view to aid in the reduction of incoming complaints
• Responsible for the provision of guidance, advice, and support to staff for enquiries and complaints, acting as the key interface for Eastern Customer Experience within Cadent
• Utilise existing and build networks across Cadent’s various business delivery teams to ensure effective complaint and enquiry resolution, truly delivering on customer promises
• Responsible for the provision of Customer Performance and GSOS MI to support the culture of continuous improvement
• Participate proactively in team talks within the Network to promote Customer Service excellence
• Promote and support Cadent’s Rewards & Recognition scheme
• Provide support to the wider connections team to achieve our standards.

About You

• Verbal and written communication skills
• Interpersonal skills, including the ability to influence and challenge where appropriate
• Knowledge of policies and procedures and their application in the end to end ER&R, connection process for all connection types
• Understanding of the Regulated Guaranteed Standards of Service
• Experienced Stakeholder Management skills with attention to detail with ability to multitask multiple workloads prioritising accordingly
• Media relation/GDPR skill

What’s In It For You

We are committed to supporting our employees to get the best out of themselves. For this role in particular we can offer:

• Funding and support towards completing relevant qualifications
• Ample opportunity for progression within the business
• Mentoring and guidance opportunities

We are also working flexibly, if this is something that you are interested in then please don’t hesitate to contact us to discuss.

Benefits

We offer a host of benefits to suit your lifestyle and support your well-being. These include:

• Annual bonus
• Pension Scheme double matched up to a total of 12% of salary (i.e., employee contributions of up to 6%, double matched by a Cadent contribution of up to 12%)
• 25 days holiday, plus statutory days, and an option to buy more
• Fantastic career development prospects with funded learning options, including support with exams, and internal and external learning and development
• Strong focus on supporting you as an individual including:

• Flexible benefits including cycle to work scheme, salary sacrifice car scheme, insurance, and healthcare packages, plus much more
• My Offers membership card – offering discounts and savings from hundreds of retailers
• 2 paid volunteering days per year
• Free gym access at the Ansty office, as well as a ‘Gympass’ scheme providing free or heavily subsidised local gym memberships

We want our employees to achieve a healthy work-life balance and are happy to discuss flexible working options with you if the role can accommodate it. Let us know about your flexibility requirements, whether that be reduced hours, remote working, flexible start/finish times, or compressed hours, and we will be more than happy to explore what’s possible for the role.

About Us

At Cadent we’re excited to be part of the future of UK energy! We’ve got a clear roadmap that will drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.

We’re making a difference through innovation and new ways of working. Together we’re shaping a cleaner, greener future for our 11 million customers whom we put at the heart of everything we do.

Diversity and Inclusion
Don’t meet every single requirement listed?

Understanding, learning, and celebrating what makes us different, as well as what we have in common, is good for us as individuals and enables us to work better together as one team. Cadent is committed to being an equitable and diverse employer that fosters an inclusive culture for all our employees, therefore, all our employment decisions are assessed based on qualifications, merit, and business need. So, if you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – You may just be the right person for this role or other opportunities at Cadent.

As a recognised Disability Confident Employer, we are proud to champion inclusion in the workplace and ensure to provide an environment that is accessible to all and supports individuals throughout their journey with Cadent. Please let us know if you require any reasonable adjustments during the application process.

We place great importance on equity, diversity and inclusion, and we welcome applicants from all backgrounds. Our employee communities Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability) and the Cadent Military Community can’t wait to welcome you!

Circle Back Initiative

As an active and proud member of The Circle Back Initiative, we aim to ensure that all candidates receive a response to their application, regardless of the outcome.

We will be receiving applications until the specified date above, though Cadent retains the right to close this vacancy early without prior notification, so it is advisable to complete your application at your earliest convenience.

Be part of something big. Help shape the future of gas for generations to come.