Customer Citizen Advice Resolution Adviser
- Shell Energy
- Coventry, Warwickshire
- Dec 05, 2021
Full time
Sales & Marketing
Job Description
Our Journey:
At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.
It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about.
We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there?
Job Title: Customer Citizens Advice Advisor
Team: Resolution Centre
Office: Working between home and in our vibrant Coventry office.
Working Pattern: Full time Monday - Friday 09:00 - 17:30
Your part in our journey:
As a Citizens Advice Resolution Advisor you will be responsible for the administration and resolution of all escalated customer complaints received via The Extra Help Unit and Citizens Advice Consumer Service. You will be required to use your initiative, problem solving and analytical skills to resolve them as quickly and efficiently as possible, to the highest possible standard. As we assist vulnerable customers in this area, a high level of empathy is also required
This role involves a high level of stakeholder interaction and third party collaboration in order to reach an agreeable resolution as quickly as possible, to avoid further escalation.
Your part in the team:
Take ownership of individual cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within the agreed SLAs
Liaise with external agencies where applicable to ensure complaints are resolved in a timely and appropriate manner.
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
Coordinate internal and external stakeholders to ensure a swift and complete resolution to issues and where necessary escalate to the appropriate channels when this is not forthcoming
Research case history, seeking specific information in order to resolve cases/complaints
Prepare clear, comprehensive and informed response letters/emails acceptable to Citizens Advice and The Extra Help Unit.
Able to adapt to several tones of voice and maneuver between informal and formal, competently dependent on complaint type.
Responsible for ensuring multiple complaint types are acknowledged and resolved within a timely and professional manner, specific to their type.
Handle customer escalations; ensuring call-backs are completed on day or by the end of the next business day without fail
Handle inbound calls from The Citizens Advice Bureau immediately and make outbound calls to customers as and when required
Handle any challenging calls and situations in a calm and professional manner
Mandated to approve appropriate redress and compensation to customers
Identify any areas of improvement to continue to enhance the customer experience
Operate and maintain customer-related information systems
Participate in training as requested
Ensure all record keeping of complaints is accurate and up to date at all times
Ensure a high level of quality for all customer cases
Comply with all company policies and procedures associated with the role
What you'll need to help you make the best of the role:
Be familiar with energy utilities having worked in a similar regulated environment
Show the ability to demonstrate high level complaint handling
Strong customer service, negotiation and resolution skills
Demonstrates good organisation and time management skills
Self-motivated and can work unsupervised
Desire to take ownership of issues and 'go the extra mile'
To be proficient in letter writing and call handling
Demonstrate resilience and tenacity
At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.
It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about.
We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there?
Job Title: Customer Citizens Advice Advisor
Team: Resolution Centre
Office: Working between home and in our vibrant Coventry office.
Working Pattern: Full time Monday - Friday 09:00 - 17:30
Your part in our journey:
As a Citizens Advice Resolution Advisor you will be responsible for the administration and resolution of all escalated customer complaints received via The Extra Help Unit and Citizens Advice Consumer Service. You will be required to use your initiative, problem solving and analytical skills to resolve them as quickly and efficiently as possible, to the highest possible standard. As we assist vulnerable customers in this area, a high level of empathy is also required
This role involves a high level of stakeholder interaction and third party collaboration in order to reach an agreeable resolution as quickly as possible, to avoid further escalation.
Your part in the team:
Take ownership of individual cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within the agreed SLAs
Liaise with external agencies where applicable to ensure complaints are resolved in a timely and appropriate manner.
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
Coordinate internal and external stakeholders to ensure a swift and complete resolution to issues and where necessary escalate to the appropriate channels when this is not forthcoming
Research case history, seeking specific information in order to resolve cases/complaints
Prepare clear, comprehensive and informed response letters/emails acceptable to Citizens Advice and The Extra Help Unit.
Able to adapt to several tones of voice and maneuver between informal and formal, competently dependent on complaint type.
Responsible for ensuring multiple complaint types are acknowledged and resolved within a timely and professional manner, specific to their type.
Handle customer escalations; ensuring call-backs are completed on day or by the end of the next business day without fail
Handle inbound calls from The Citizens Advice Bureau immediately and make outbound calls to customers as and when required
Handle any challenging calls and situations in a calm and professional manner
Mandated to approve appropriate redress and compensation to customers
Identify any areas of improvement to continue to enhance the customer experience
Operate and maintain customer-related information systems
Participate in training as requested
Ensure all record keeping of complaints is accurate and up to date at all times
Ensure a high level of quality for all customer cases
Comply with all company policies and procedures associated with the role
What you'll need to help you make the best of the role:
Be familiar with energy utilities having worked in a similar regulated environment
Show the ability to demonstrate high level complaint handling
Strong customer service, negotiation and resolution skills
Demonstrates good organisation and time management skills
Self-motivated and can work unsupervised
Desire to take ownership of issues and 'go the extra mile'
To be proficient in letter writing and call handling
Demonstrate resilience and tenacity
About Shell Energy