Complaints Team Manager
- 549530
- Closing at: Jun 19 2024 at 23:55 BST
About the Role
Base Location: Cardiff, Reading or Perth - this is a hybrid role working a minimum two days a week from the office at one of the advertised locations.
Salary: £39,415 - £45,136 + a range of other benefits to support your family, finances and wellbeing.
Working Pattern: Permanent | Full Time | Flexible First options available - this is a hybrid role working a minimum two days a week from the office.
What is the Role?
You will be part of a management team responsible for?co-ordinating, motivating, encouraging and empowering your team to contribute to Business Energy's overall success. As the Complaints Team Manger you will ensure that customer complaints are handled efficiently and effectively. Your role will include:
- Managing and leading a team of Complaints Advisors.
- Handling escalated complaints, resolving them satisfactorily and ensuring lessons are learned.
- Monitoring team performance, providing feedback and implementing necessary improvements.
- Developing and implementing complaint-handling policies and procedures to ensure consistency and high-quality outcomes.
- Liaising with other departments to resolve issues and improve customer service.
What do I need?
To be considered for this role, we would love you to have:
- Strong leadership skills, ability to motivate, develop, and direct people as they work.
- Excellent communication skills to clearly convey information and ideas, and to effectively handle escalated complaints.
- Problem-solving ability to identify and resolve issues promptly and ensure they do not reoccur.
- Customer-centric mindset to understand and respond to the needs and concerns of the customers effectively.
- Detail-oriented and organised with the ability to manage multiple tasks and pay attention to detail, ensuring all aspects of complaints are considered and addressed.
About our Business
The race to net zero is intensifying for businesses of all sizes. Sustainable decisions made today can meet customers' changing needs for tomorrow and bring long-term success for businesses. Part of SSE plc, the UK and Ireland's largest renewable electricity generator, SSE Energy Solutions is different as all its renewable electricity is sourced from SSE's own UK wind and hydro assets.
In addition to providing gas and electricity to businesses across the UK, SSE Energy Solutions invests in, builds and connects localised flexible infrastructure to drive the long-term performance of energy assets. SSE Energy Solutions works with its customers to deliver financially robust plans to bring flexibility and diversity to their energy infrastructure - the low-carbon solutions they need to succeed in the race to net zero.
What's in it for you?
An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.
As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment and upon joining SSE. Search for ‘Inclusion & Diversity at SSE' to find out more.
Next Steps
All applications should be submitted online, and I'll be back in touch after the vacancy closing date to let you know the outcome.
If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Lynsey on or on .
Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process consisting of a basic criminal records and credit check.
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