Gestionnaire des réclamations clients (H/F)

As a Customer Complaints Handler, you will play a key role in the delivery of Service Excellence to our customers. This will be achieved through managing the resolution of complaints, which may involve complex solutions through liaising with several parties. This is a role for someone who is articulate and efficient, with excellent communication and analytical skills.

• Take ownership and responsibility of managing and resolving all types of complaints, including new in, escalations and Ombudsman complaints, turning those challenging situations into positive ones.
• Ensure the complaints are handled to the highest possible standard of customer care and within the agreed SLAs, ensuring that the customer is informed of progress.
• Gaining fair and appropriate compromise to prevent regulatory escalations.
• Fully investigate the complaint and for you to personally resolve the issue, without the need to reply on another department.
• To complete a full account health check in order to prevent future contact or a further complaint.
• Where appropriate issue a deadlock letter if the complaint cannot be resolved within 8 weeks or if the complaint has exhausted our internal complaints process.
• To prepare and directly provide case files for the Energy Ombudsman within agreed SLAs and in line with regulation.
• Keeping compliance at the forefront of your mind and ensuring that everything you do is in accordance with regulatory guidelines.
• Identifying and reporting trends back to various areas of the business.
• Be fully cross trained in all customer support work to assist you in resolving the complaint and to work in customer support should complaint numbers decrease.

About You

• Enthusiastic and proactive, and comfortable in resolving all complaint types.
• Curious and enjoy problem solving using proven methodologies and learning new ways to identify and manage improvements.
• Ability to manage workload independently, whilst being supported by the Complaints Team Leader.
• Ability to communicate with customers via different mediums including phone and written communication.
• Ability to collaborate with other individuals across the business to resolve the complaint in an efficient and timely manner.
• Good Knowledge of business processes and systems.
• Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
• Passionate about what they do and about making a difference.

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering Day
Hybrid Working
Various company discounts (including shops, gyms, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility Statement

The fast moving nature of the business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it's more than just green energy - the breadth and depth of our work on green issues is unmatched. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we have built windmills and sun parks in Britain. We call this turning 'bills into mills'.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.