Complaints Executive

Cactus Search

Posted 8 hours ago, valid for 10 days

Coventry, West Midlands CV6 3GN

£20,000 - £24,000 per annum

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

The Complaints Executive will serve as the primary point of escalation for B2B customer complaints, ensuring a high level of service and effective management of customer queries.
The position offers a salary ranging from £26,000 to £28,000, depending on the candidate's experience.
This role is based in central Coventry, just a two-minute walk from the train station, and operates Monday to Friday from 8:30 am to 5:30 pm, with no weekend work required.
Candidates should have proven experience in complaints handling, knowledge of billing processes, and preferably a background in the utility industry.
Excellent communication, problem-solving skills, and good IT literacy, particularly in Microsoft Word and Excel, are essential for success in this role.

As a Complaints Executive, you will be the main point of escalation for customer complaints (B2B). You will provide a professional and excellent level of service at all times by managing customers’ queries and expectations. You will need to report on the level of complaints and provide analysis on this to the wider business.Salary on offer is between £26,000 - £28,000 depending on experience. This role will be working on site in central coventry 2 minute walk from the Train station. You will also only have to work Monday - Friday between 8:30am - 5:30pm - No weekends Duties:• Management of the complaints emails and ensuring customers are responded to within a timely manner • Manage high profile complaints – (EHU, Ombudsman, MD, media, social media and trust pilot)• To assist in creating and rolling out training for to the wider company • Regular spot checking of complaints raised and closed• Coaching team members across the business • Ofgem reporting – collating and analysing complaints to produce the monthly and quarterly reports • Identifying potential risks and reviewing processes and procedures where necessary • Reviewing complaints procedures to ensure they remain industry compliantExperience:• Proven experience in complaints handling • Knowledge of billing processes and account management • Background within the Utility industry would be desirable• Excellent communication and problem solving skills•Excellent telephone manner• Good IT literacy - Microsoft packages including intermediate Word and Excel• Able to communicate effectively• Flexibility on working hours depending on business needs

Apply now in a few quick clicks

Complaints Executive

Customer service representative

Customer Service Representative

Client Manager