Part-time Complaints Administrator
Part Time - 22.5 hours per week
Salary: £18,300 P/R + excellent benefits
Changing the world is no easy task. But in 1999 that’s exactly what Good Energy set out to do. Its purpose is to enable people, in their homes and their businesses, to play an important role in combatting climate change, by providing households and businesses access to locally sourced 100% renewable energy. Fast forward to today, and the business is now a key player in the renewable energy space, and despite challenging market conditions has continued to grow profitably over the past 5 years.
The business has recently reviewed its longer term strategy and is now poised to take a leap forwards, focused on a transformational growth agenda which delivers long term value for its customers, shareholders and people. This will enable the achievement of its purpose; powering the choice for customers, of a cleaner greener future. Good Energy now employs over 300 people in the historic market town of Chippenham, Wiltshire.
About the role
You’ll be joining as a permanent member of the Complaints team who are responsible for ensuring that when things don’t quite go right for a Good Energy customer, we do all we can to resolve their concerns as quickly and efficiently as possible in line with OFGEM’s guidelines. This is achieved by delivering great customer service to ensure their problem has been understood and their concerns have been heard before working with the customer to resolve their complaint.
As the Complaints Administrator you’ll be responsible for ensuring all complaints are allocated effectively among the team from various channels to make sure they are addressed within the desired timeframes and in line with industry guidelines. So that we are understanding the triggers for complaints, you will be involved with the root cause analysis reporting for the department. Your ability to interpret data effectively is essential for this role as well having a keen eye for detail. Anyone applying to this role must be able to adapt quickly to frequent changes to both workload and processes. Other key duties and accountabilities of the role will include;
- Complete daily work allocation from various work steams including social media and online portals
- Reporting on workloads daily
- Complete all monthly and quarterly reporting
- Compile data for root cause analysis
- Collaborate with colleagues to achieve the best outcome for the customer
- Adhere to regulatory and compliance requirements of complaint handling in the energy industry
- Identify opportunities and make recommendations for process improvement
- Various ad-hoc duties as appropriate
- Great attention to detail evidenced by consistently accurate work (with low error rates)
- Experience of managing numerical data
- Good time-management skills; able to manage own workload
- Experience of working to KPIs
- Problem solving ability
- Good communication skills (verbal and written)
- IT literate; competent in the use of MS Office, in particular Excel. Able to learn new software
Behaviours - Works in a way which role models our values:
We are straightforward in how we communicate with each other and get things done.
We are determined and resilient, overcoming challenges to realise our purpose together.
We value people’s differences and recognise the strength they give us when we work together.
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our futureholders.
In addition to a competitive salary we also offer a wide range of benefits. Our office in Chippenham is very accessible; we are just a two minute walk from Chippenham train station and within easy reach of surrounding towns and communities.
So if you’d like to be part of this multi award winning, innovative and fast growing ethical energy business, we’d love to hear from you.
Please send a copy of your CV and a covering letter stating your experience and suitability for the role to firstname.lastname@example.org.
By applying for a job at Good Energy, you agree that we’ll process your details for the purpose of applying for this vacancy. We’ll have access to your personal information from your application and other materials you submit in support of your application. We’ll retain your personal information on our own systems to facilitate the administration of the recruitment process and we’ll share your application with the relevant hiring manager. We won’t share your information for marketing purposes or with any third parties without your expressed consent (if we decide to perform a psychometric test we’ll require additional consent for being able to profile your personal information). We’ll retain your information if you’re unsuccessful for 6 months unless requested not to at which point your data will be deleted.
Closing date: 23rd September 2018
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