Complaints Team Member
Job DescriptionJOB TITLE: Complaints Team Member
LOCATION: Glasgow City Centre.
SALARY/RATE AND BENEFITS: £10.57 per hour
YOU MUST HAVE THE FOLLOWING: Previous experience of complaints handling.
IDEALLY YOU ALSO HAVE:Excellent Customer service skills
COMPANY INFORMATION: Scottish Power Energy Networks
Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands, to SMEs and start ups. As a family-owned business, Rullion's approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.
Rullion is a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.
Job Purpose Statement
To provide and efficient and effective Customer Contact service associated with the Operations function within Energy Networks. Responding to customer complaints, enquiries contacts within SP Energy Networks and Regulatory arrangements and to an excellent level of customer service.
Manage and respond to customer complaints/enquires relating to quality of supply issues in line with the agreed customer contact process and with awareness of our targets set by Ofgem for complaints.
Manage and respond to customer issues and concerns relating to neutral faults on the distribution network.
Manage and respond to any high profile complaints as directed by the Team Leader.
Respond to incidents relating to fire calls, where Energy Networks are liable for damage, as required, to provide affected customers with required Customer Service.
Manage and respond to insurance enquiries, including public liability issues, from insurers, commercial customers, customers, in line with agreed Insurance Processes.
Manage and control the daily co-ordination of all Customer Contacts received within Customer Service.
Proactively contact & pay customers where they have been without supply for 12 hours in line with our Pro active / Guaranteed Standard 2 Process.
Processing of customer payments in relation to Guaranteed Standard failures, pro-active payments, insurance and customer service payments as necessary, ensuring all appropriate paperwork and discharge forms are completed in accordance with local processes.
Daily/Weekly review of incidents and preparation of Guaranteed Standard information and reports
As required, attend site to support and assist customers and field staff following lengthy loss of supply incidents, or other major incidents as directed by Team Leader (e.g. neutral faults)
Develop and maintain strong relationships with internal and external customers to ensure effective teamwork both within and outwith the Control Centre.
Promotion of customer service to our external & internal customers.
Participate in the ongoing review and improvement/development of updated processes, procedures and initiatives within Customer Contacts.
Provide support to our Distribution Call Centre on a daily basis and take DCC calls.
Participate in weekly customer and supplier calls with districts, other areas to discuss GS / Complaints / Enquires and create action plans.
Comply with complaints / enquires / GS targets.
Be actively involved in achieving Industry Leading Customer Experience ensuring full process compliance and customer service excellence throughout.
Active support role during normal and emergency conditions when required.
Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology.
Ensure awareness of and comply with Company Health, Safety and Environmental requirements on particular issues as they arise.
Comply with appropriate safety equipment as required.
Work towards a zero accident culture and lead by example in the wearing of PPE and site safety tolerance.
Skills, Knowledge & Experience
Working knowledge of GS/Ofgem requirements
Awareness of Customer & Performance Business Operation
Awareness of regulatory issues impacting on the Business
Awareness of inter-business relationships
Developed influencing, persuasion and negotiation skills
Excellent telephony skills
Knowledge of Energy Networks policies, procedures and working practices.
Knowledge of health, safety and environmental legislation.
Developed customer service skills
Positive to do, flexible attitude.
Planning & Organising
The post holder will have a requirement to respond to a number of different challenges in this role. The accountabilities are varied and a degree of knowledge is required in each area to ensure effectiveness.
Able to make balanced decisions, taking into account all possible information available, able to consult with others when applicable and anticipate/recognise possible outcomes.
Although confident to make own decisions, will refer to immediate supervisor or peers for either ratification of own view, or assistance in decision making when necessary.
Enthusiastic and flexible individual with drive to succeed and self-motivated
Excellent communication skills with individuals at all levels.
Strong customer focus.
Ability to deliver objectives without compromising on safety, quality or customer service.
Well-developed consultation and negotiation skills.
Good organisation and time management skills.
Working knowledge of company Health & Safety requirements and compliance
We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants.