Team Member Clerical - Complaints Team

1 day left

North Lanarkshire
30 Aug 2017
27 Sep 2017
Contract Type
Full Time
JOB TITLE: Team member clerical- Complaints Team
LOCATION: Kirkintilloch (Moving to Glasgow City Centre soon)
YOU MUST HAVE THE FOLLOWING:Complaints handling experience.
IDEALLY YOU ALSO HAVE:Excellent customer service skills

Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands, to SMEs and start ups. As a family-owned business, Rullion's approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.

Rullion is a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.

To provide and efficient and effective Customer Contact service associated with the Operations function within Energy Networks. Responding to customer complaints, enquiries contacts within SP Energy Networks and Regulatory arrangements and to an excellent level of customer service.

* Manage and respond to customer complaints/enquires relating to quality of supply issues in line with the agreed customer contact process and with awareness of our targets set by Ofgem for complaints.
* Manage and respond to customer issues and concerns relating to neutral faults on the distribution network.
* Manage and respond to any high profile complaints as directed by the Team Leader.
* Respond to incidents relating to fire calls, where Energy Networks are liable for damage, as required, to provide affected customers with required Customer Service.
* Manage and respond to insurance enquiries, including public liability issues, from insurers, commercial customers, customers, in line with agreed Insurance Processes.
* Manage and control the daily co-ordination of all Customer Contacts received within Customer Service.
* Proactively contact & pay customers where they have been without supply for 12 hours in line with our Pro active / Guaranteed Standard 2 Process.
* Processing of customer payments in relation to Guaranteed Standard failures, pro-active payments, insurance and customer service payments as necessary, ensuring all appropriate paperwork and discharge forms are completed in accordance with local processes.
* Daily/Weekly review of incidents and preparation of Guaranteed Standard information and reports
* As required, attend site to support and assist customers and field staff following lengthy loss of supply incidents, or other major incidents as directed by Team Leader (e.g. neutral faults)
* Develop and maintain strong relationships with internal and external customers to ensure effective teamwork both within and outwith the Control Centre.
* Promotion of customer service to our external & internal customers.
* Participate in the ongoing review and improvement/development of updated processes, procedures and initiatives within Customer Contacts.
* Provide support to our Distribution Call Centre on a daily basis and take DCC calls.
* Participate in weekly customer and supplier calls with districts, other areas to discuss GS / Complaints / Enquires and create action plans.
* Comply with complaints / enquires / GS targets.
* Be actively involved in achieving Industry Leading Customer Experience ensuring full process compliance and customer service excellence throughout.
* Active support role during normal and emergency conditions when required.
* Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology.
* Ensure awareness of and comply with Company Health, Safety and Environmental requirements on particular issues as they arise.
* Comply with appropriate safety equipment as required.
* Work towards a zero accident culture and lead by example in the wearing of PPE and site safety tolerance