The role holder will be responsible for the resolution and root cause analysis of escalated customer queries complaints Ombudsman Service cases and Citizens Advice referrals. Working as part of the Customer Care team the role will interface between the Shared Service Centre (SSC) and the back-office operational teams to ensure our customers and partners receive the highest standard of service at all times and that performance levels are achieved.
Key Accountabilities:
To resolve escalated queries and complaints within agreed Service Level Agreements (SLAs).
To prepare and directly provide case files for the Ombudsman Services within agreed SLAs and in line with regulation.
To resolve and where necessary feedback on Citizens Advise referrals.
To keep customers and partners regularly informed of progress on any outstanding enquiries and complaints with consistency in communications and adhering to our policies at all times
To keep accurate detailed and up to date notes in the Junifer System
To manage the timely closure of queries and complaints ensuring targets are met
To ensure new queries and complaints are opened whenever the nature of the contact differs and to re-open complaints where not resolved for the customer
To adhere to internal policies risk frameworks industry compliance and other requirements.
To complete complaint closure reports and perform root cause analysis.
To identify themes of process and system issues that are creating high volumes of queries
To provide support to the Credit Control team to resolve disputes in a timely manner
To take actions working with other teams / departments if necessary to improve customer experience
To ensure that all processes are operated in a timely and efficient manner with a focus to provide excellent customer service at all times
To provide a seamless handover of query information to other teams.
To identify knowledge gaps within Retail Operations and at the SSC arranging appropriate training.
To assist in the development and training of new starters within the department.
Outcome Results and Key Performance Indicators:
All systems are updated accurately and all reports delivered on time.
Dispute resolution and reduced debt.
Query and complaint resolution within agreed SLAs Ombudsman cases and Citizen Advice referrals also.
No late submission fines from the Ombudsman Services.
Reduction in repeated queries complaints and disputes.
Minimal errors and rework.
High level of customer satisfaction and improved customer experience.
Updated literature including training documents and customer communication.
Improved broker relationships.
Dimensions of job:
No direct reports.
Key relationships:
Internal: All Retail of Operations in particular Market Interaction Meter Data Management Credit Control and Billing Sales Finance Compliance Business Transformation.
External: End-customers Third Party Intermediaries (TPIs) and third-parties (e.g. service providers) Ombudsman Services Citizens Advice.
Knowledge and skills:
Excellent communication skills (including written and telephone skills).
Numerical skills.
Microsoft Office proficient.
Proven record of excellent customer service.
Able to produce accurate work within tight deadlines.
Proven organisational skills.
Self-management.
Experience:
Previous customer service experience
Experience from a similar role within the Energy sector desirable
Qualifications:
GCSE Maths and English Grade C (or equivalent) or above
Degree level (or equivalent) preferable
Behavioural Capabilities:
Customer focus
Results focus
Self-motivated
Attention to detail
Able to build positive relationships
Able to manage conflicting priorities
Effective communication skills
Committed to a high standard of performance
Drive to achieve continuous improvement
Empathy and resilience
Required Experience:
Unclear Seniority
Title of jobCustomer Service Support AdvisorReports toCustomer Service Support Team LeaderDivision / DepartmentEnergy SupplyLocationLeedsPurpose of the job: The role holder will be responsible for the resolution and root cause analysis of escalated customer queries complaints Ombudsman Service cases...
Title of job
Customer Service Support Advisor
Reports to
Customer Service Support Team Leader
Division / Department
Energy Supply
Location
Leeds
Purpose of the job:
The role holder will be responsible for the resolution and root cause analysis of escalated customer queries complaints Ombudsman Service cases and Citizens Advice referrals. Working as part of the Customer Care team the role will interface between the Shared Service Centre (SSC) and the back-office operational teams to ensure our customers and partners receive the highest standard of service at all times and that performance levels are achieved.
Key Accountabilities:
To resolve escalated queries and complaints within agreed Service Level Agreements (SLAs).
To prepare and directly provide case files for the Ombudsman Services within agreed SLAs and in line with regulation.
To resolve and where necessary feedback on Citizens Advise referrals.
To keep customers and partners regularly informed of progress on any outstanding enquiries and complaints with consistency in communications and adhering to our policies at all times
To keep accurate detailed and up to date notes in the Junifer System
To manage the timely closure of queries and complaints ensuring targets are met
To ensure new queries and complaints are opened whenever the nature of the contact differs and to re-open complaints where not resolved for the customer
To adhere to internal policies risk frameworks industry compliance and other requirements.
To complete complaint closure reports and perform root cause analysis.
To identify themes of process and system issues that are creating high volumes of queries
To provide support to the Credit Control team to resolve disputes in a timely manner
To take actions working with other teams / departments if necessary to improve customer experience
To ensure that all processes are operated in a timely and efficient manner with a focus to provide excellent customer service at all times
To provide a seamless handover of query information to other teams.
To identify knowledge gaps within Retail Operations and at the SSC arranging appropriate training.
To assist in the development and training of new starters within the department.
Outcome Results and Key Performance Indicators:
All systems are updated accurately and all reports delivered on time.
Dispute resolution and reduced debt.
Query and complaint resolution within agreed SLAs Ombudsman cases and Citizen Advice referrals also.
No late submission fines from the Ombudsman Services.
Reduction in repeated queries complaints and disputes.
Minimal errors and rework.
High level of customer satisfaction and improved customer experience.
Updated literature including training documents and customer communication.
Improved broker relationships.
Dimensions of job:
No direct reports.
Key relationships:
Internal: All Retail of Operations in particular Market Interaction Meter Data Management Credit Control and Billing Sales Finance Compliance Business Transformation.
External: End-customers Third Party Intermediaries (TPIs) and third-parties (e.g. service providers) Ombudsman Services Citizens Advice.
Knowledge and skills:
Excellent communication skills (including written and telephone skills).
Numerical skills.
Microsoft Office proficient.
Proven record of excellent customer service.
Able to produce accurate work within tight deadlines.
Proven organisational skills.
Self-management.
Experience:
Previous customer service experience
Experience from a similar role within the Energy sector desirable
Qualifications:
GCSE Maths and English Grade C (or equivalent) or above
We are ENGIE, a supplier of energy for homes and businesses, both in the UK and abroad. Our name might be new to you, but we've been around for quite a while. And in that time, we've achieved some pretty big things here in the UK
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