Enquiries and Complaints Advisor

An exciting opportunity has arisen to join a leading utilities supplier as an Enquiries and Complaints Advisor, our client is currently seeking an Experienced Enquiries and Complaints advisor based in Leicester, LE2. This a full-time ongoing temporary contract paying £20069 equivalent to £10.42 per hour based on a 40 hour week. Working shift patterns that are either 8am-4.30pm or 9.30pm-6pm Mon - Fri (To be confirmed).

Your day to day duties will include:

• Deliver quality work, concentrating on data accuracy and completion within a timely manner
• Contribute to the team delivery of excellent customer service, aim to understand the customers' needs and the team impact to customer satisfaction scores in line with RIIO objectives
• Apply customer excellence techniques to handle all customer enquiries and complaints via email and telephone. Deliver a complete resolution to all customer enquiries. Including taking responsibility for ongoing relationship management
• Work with others co-operatively and flexibly within a team to achieve the collective goal. Maintain excellent working relationships with the business, and immediate colleagues
• Demonstrate knowledge of following processes and activities.
• Participation in continuous improvement forums to ensure that we are constantly improving the level of service we provide
• Handling customer interactions about Emergency Response and Repair (ER&R) activities or domestic connections
• Actioning complaints and ensuring that we are meeting our RIIO targets.
• Understanding and investigating any feedback we obtain from our customers about ER&R or domestic connections processes.
• Providing written communication to customers in response to enquiries and complaints.
• Obtaining ownership of customer enquiries received via various communications
• Liaison with internal and external stakeholders for customer resolution and ensure any necessary feedback or learning is provided.
• Obtain customer insights to be shared so that we can better our service and improve customer satisfaction.

About You

• Clear proven experience of Customer services via a similar environment.
• Ability to plan your own workload and balance conflicting priorities with minimal real time supervision
• A strong team player who is capable of building and maintaining working relationships inside and outside your team
• Effective communication techniques, either over the phone or email.
• Strong letter writing skills
• Experience of delivering excellent customer service and can demonstrate a strong customer focus and can actively listen to customers
• You will have the confidence and capability to deal with many and varied sets of customer circumstances and advise the customer on a range of options that apply to their situation