Executive Complaints Advisor United Kingdom
Job description
About the Role
Base Location: Perth
Salary: £25,703 to £29,879 + a range of benefits to support your finances, wellbeing and family
Working Pattern: Permanent | Full Time
As a Networks Executive Complaints Advisor, you will work within our Customer Contact Centre, where you will support our Customer Service and Operational teams to provide solutions and give the best possible service to our customers who have raised a complaint
This is a fast role paced where you will work with customers who have complained to our CEO and other SSEN senior internal leaders as a well third parties such as MPs/MSPs, The Energy Ombudsman Services and Citizens Advice England/Scotland.
Roles & responsibilities will include, but are not limited to:
- Communicate effectively and guide our stakeholders internally and externally at all levels in their decision making to resolve issues and uphold SSENs reputation.
- As well as resolving high level and third-party complaints you will support our customers with their complaints by taking them through our Complaint Handling Process.
- You will be allocated your own cases which you will own from beginning to end, responsibilities include contacting your customer in the promised timescales, investigating their queries or concerns, and producing a co-ordinated company response.
- You will ensure complaints are fully compliant, by following GDPR on all contacts to ensure customer data is secure, ensuring customers are aware of their rights.
- You will ensure all timescales and key milestones are met by effectively using the database to log and file complaints correctly.
What do I need?
To be considered for this role, we would love you to have:
- Customer Service experience including complaints handling.
- Excellent verbal and written communication and interpersonal skills.
- There are some technical aspects of this role that our amazing team will support and train you in, so it's important that you have a thirst for knowledge and enjoy learning new things.
- You should be organised, flexible and self-motivated, with strong time management skills.
- Be solution focused and have pride in the service that you provide, ensuring our timelines are met and customers are receiving the best outcomes.
About our Business
SSEN Distribution powers 3.8 million homes and businesses in communities across central southern England and the north of Scotland. Our team of more than 3,500 people keep customers connected to a safe and reliable supply of electricity whilst developing the flexible networks that are vital to achieving net zero. By enabling a smarter, more resilient electricity network we're ensuring our local communities continue to receive the power they need, both now and in the future. We are consistently investing and innovating to improve network resilience and future-proof power supplies for life's changing demands, from rolling out large scale EV charging schemes to supporting small community generation projects.
What's in it for you?
We offer an excellent package with 34 days annual leave entitlement. Enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.
As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all protected characteristics and commit to providing any reasonable adjustments you need during the application, assessment and upon joining SSE. Search for 'Inclusion & Diversity at SSE' to find out more.
What happens now?
All applications should be made online, and I'll be back in touch after the vacancy closing date to let you know the outcome.
If you would like to discuss any working flexibly requirements or adjustments you may require throughout the recruitment and selection process, please contact Fiona on [email protected] / 01738 340954.
Before commencing your role with SSE, you'll need to complete our pre-employment screening process. This will consist of a criminality and credit check.
#LI-COM
#LI-FS1
