Customer Service Representative - Energy

  • Location
    London, Greater London
  • Category
    Energy - Energy
  • Job type
    Permanent
  • Industry
    Energy
  • External Reference
    JN-012020-116558

Adecco Croydon are proud to be working with a fantastic client based in the heart of Croydon recruiting for a Complaints Resolution Assistant within the Energy sector.


Experience in handling customer contact / complaints in the energy industry is essential.


This role offers an excellent opportunity to work in an exciting and growing energy supply company where you will be integral in helping to resolve our customers disputes. You will play a vital role, by providing efficient resolutions to an array of complaints and concerns and assisting in driving up our standards by treating our customers fairly. You will be based within our complaints team, to assist with complaint handling and resolutions. You will aid in investigating complaints that Green Network Energy receives, by reviewing complaints, liaising with colleagues across the business to understand what has happened in order to achieve a successful resolution for both the customer and the business.


RESPONSIBILITIES



  • Ensure a high level of customer service is maintained throughout the complaints process.

  • Politely and efficiently resolve a range of complaints for our residential and small business customers

  • Ensure that timelines, procedures and obligations under the regulations are respected and adhered to

  • Quickly resolve complaints 'first-time', to the customer's satisfaction and in-line with our own service levels

  • Aid in identifying areas of improvement, cascading this to the team heads and relevant teams where necessary.

  • Accurately register and record complaints

  • Ensure all internal processes and procedures are adhered to until the complaint is resolved

  • Work with customers to understand their complaint and ensure the right solutions and remedies are sought

  • Take responsibility and ownership of the allocated complaints and keep customers up-to-date with progress through the process

  • Building relationships and rapport with both colleagues, customers and stakeholders


SKILLS & EXPERIENCE


Essential



  • Experience in handling customer contact / complaints in the energy industry

  • Knowledge of complaint processes and procedures

  • Excellent verbal and written communication and interpersonal skills.

  • Customer focused approach to work, with an understanding of customer service and the impact on customers and the business.

  • Experience in providing excellent customer care

  • Ability to handle complaints with an empathetic and common-sense approach, whilst remaining objective

  • Ability to deal with difficult situations, work under pressure and to meet tight deadlines.

  • Excellent problem-solving /troubleshooting skills

  • A team player


Salary: Negotiable depending upon experience


Location: Croydon


Start Date: ASAP


Benefits: Competitive Salary Complementary hot drinks (coffee machines everywhere) Game Area (table tennis and foosball table) Employee Preferred Tariff if you become our Customer (discounted gas and electricity bills) Discounts for gym Employee Cash Plan

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

Please apply with your CV to: Michelle Pettyfer