Executive Resolution Adviser Coventry, England
Job description
Job Title: Executive Resolution Adviser (Energy)
Team: Customer Resolution
Office: Coventry
Hours: Permanent, Full time, Monday to Friday, 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 an Executive Resolution Advisor (Energy) you will be responsible for the administration and resolution of all escalated customer complaints. You will be required to use your initiative, problem-solving and analytical skills to resolve them as quickly and efficiently as possible, to the highest possible standard. The caseload you work will vary from complaints sent directly to our CEO, Executive board, Media, MP complaints and from other 3rd party areas.
Your part in the team:
Take ownership of individual Th.cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and represent Shell Energy and the wide Shell Executive Board
Ensure we are able to investigate and evidence previous complaints to provide to the Executive Board to facilitate a Complaint Resolution
Ability to liaise directly with HODs and Executive Board via written and verbal communication.
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
Clear understanding of complaints handling to ensure compliance with Supplier License Agreement
Able to adapt work load and meet tighter SLA to ensure direct CEO complaints are contacted in time frame.
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, acceptable to the Executive Board.
Able to adapt to several tones of voice and maneuver between informal and formal, competently dependent on complaint type.
Responsible for ensuring multiple complaint types are acknowledged and resolved within a timely and professional manner, specific to their type.
Handle customer escalations; ensuring call-backs are completed on day or by the end of the next business day without fail
Handle inbound calls and make outbound calls to customers as and when required
Handle any challenging calls and situations in a calm and professional manner. Dealing with calls from service and respect policy.
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
Participate in training as requested
Ensure all record keeping of complaints is accurate and up to date at all times
Ensure a high level of quality for all customer cases
Comply with all company policies and procedures associated with the role
Deal with high priority complaints with a P1 timescale where contact needs to made within the hour & P2 timescale contact required on the same day of allocation
Dealing with media complaints/ MP complaints where updates need to be provided to PR on a regular basis
Ensuring any high profile customers accounts are kept running smoothly with no errors which could cause risk to the business
Managing the CEO inbox and ensure contact is made to the customer if a priority case is allocated through out the day and on late.
Managing stakeholders and providing updates to the Exec board on how complaints are being managed
What you’ll need to help you make the best of the role:
Be familiar with energy utilities having worked in a similar regulated environment
Show the ability to demonstrate high level 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
Grade: P (Non-technical)
Contact: Alima Uddin Ali
