Customer Care Executive - Complaints (12 month FTC)

About Us

Corona Energy is a leading independent energy supplier with over 20 years’ experience servicing UK businesses. We are passionate about our employees and recognise that they should be in the centre of everything we do. Our awards reflect the great work we do in developing our teams and providing first class customer service and we are very proud to have held the Investors in People Gold award for the last 4 years.  What are you waiting for? Join our team today!

What does the job entail?

As a Customer Care Executive, you will be the main point of escalation for customer complaints both our Gas and Power sectors. 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.

Duties & Responsibilities:

• 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
• Identify trends
• 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 compliant
• Liaise with third parties in the resolution of queries
• Proactively seek actionable feedback to improve Service levels to our customers
• Any other reasonable duties as defined by management

Skills & Experience:

• Proven experience in a customer facing role and 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
• Educated at GCSE level or above
• Good IT literacy – Microsoft packages including intermediate Word and Excel
• Able to communicate effectively
• Flexibility on working hours depending on business needs

Equal Opportunities:

• Able to demonstrate commitment to equal opportunities through their previous work experiences

What do you get in return?

• Competitive salary and benefits package
• Career progression opportunities
• Profit share
• Enhanced Pension Scheme
• Enhanced annual leave options
• Private Medical Insurance
• Life insurance and Income protection
• Day off on your birthday
• Fresh fruit, snacks and breakfast every day
• Online learning account
• Shuttle bus to and from local train stations
• Free onsite parking

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Interested?