Job Description

Our client SP Energy Networks are currently recruiting for Customer Service Administrator (Complaints) based in Prenton, Birkenhead. 

The role will be a contract role initially for 6-12 months but likely to be extended and the possibility of going permanent further down the line.

Working hours are 9am-5pm, Monday to Friday and hybrid opportunities would be available after 6 months.

Purpose

Working in the Complaints Team, our role is to engage with our customers, understand their experiences and resolve any issues as quickly as possible. We want to ensure that our customers have a positive outcome, regardless of the circumstances.

Responsibilities

• Manage and respond to customer complaints/enquires relating to quality of supply issues 

• Manage and respond to customer issues and concerns relating to the performance of the network

• Manage and respond to any high profile complaints as directed by the Team Leader.

• Manage and control the daily co-ordination of all Customer Contacts received within Customer Service.

• Processing of customer payments 

• Provide support to our Distribution Call Centre on a daily basis and take DCC calls.

Skills and Requirements

• Developed influencing, persuasion and negotiation skills.

• Excellent telephony skills.

Minimum Criteria

• Experience working in a customer service environment such as a contact centre or office environment (or similar).

• Previous experience of dealing with complaints would be beneficial but not essential

• Experience of using MS Office software, particularly Excel